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Strategic Enterprise Customer Success Lead
2 months ago
As a Strategic Enterprise Customer Success Lead, you will serve as a vital partner to our key named and strategic clients, guiding them to achieve success with our platform and ensuring they derive maximum value from our solutions throughout their engagement. Your responsibilities will include comprehending customer needs, facilitating the onboarding of new clients, delivering product training, fostering adoption and retention, and ensuring ongoing satisfaction. You will collaborate with our customers' executive teams and program counterparts to drive a successful initiative.
This position requires collaboration with various stakeholders across the organization, including Sales, Support, Marketing, Product, Engineering, and Finance.
Key Responsibilities:
- Oversee all post-sales activities for Enterprise clients through effective relationship management, in-depth product knowledge, strategic planning, and execution.
- Navigate complex integration processes with each Enterprise client, cultivating essential relationships and executing within customer subteams (Finance, HR, etc.).
- Establish a trusted advisor relationship with clients (C-suite) to ensure alignment of business strategies and identification of success metrics.
- Collaborate closely with your Account Executive counterpart to formulate a joint success strategy for your clients.
- Continuously evaluate customer health to enhance satisfaction, drive adoption, improve retention, and minimize churn.
- Act as the 'voice of the customer' and provide internal insights on how we can enhance our service to maximize customer value and retention.
- Maintain a comprehensive understanding of our product and engage with clients regarding the most pertinent features and functionalities tailored to their specific needs.
- Boost customer retention and ensure alignment through regular check-in calls and Quarterly & Strategic Business Reviews.
- Work in tandem with Product and Engineering teams to identify and track enhancement requests.
- Manage escalations and collaborate across teams to resolve issues effectively.
- Enhance our existing customer engagement and account management strategies by leveraging our Customer Success platform.
- 5+ years of experience in Enterprise Customer Success Management.
- 5+ years of experience in the travel industry or related sectors.
- Exceptional project management and organizational skills in a high-pressure environment, particularly with high-value clients.
- Able to prioritize tasks and initiatives in a fast-paced setting while demonstrating strong problem-solving abilities.
- High energy, proactive individual with innovative ideas who takes the initiative to drive results.
- Bachelor's degree preferred or equivalent professional experience.
The anticipated compensation range for this position is $116,000-$175,000 USD, reflecting the expected low and high end of the salary based on various factors, including work location, candidate skills and experience, market demands, and internal equity.
