Strategic Enterprise Customer Success Manager

4 weeks ago


Nashville, Tennessee, United States XOi Technologies Full time
About the Role:

As a Strategic Enterprise Customer Success Manager at XOi Technologies, you will play a pivotal role in driving product adoption, managing change, and ensuring the successful long-term outcomes of our enterprise clients.

You will engage in executive-level conversations, troubleshoot complex issues, and devise creative solutions that align with our customers' strategic business objectives.


Key Responsibilities:

Strategic Account Management :

Act as a strategic partner to enterprise clients, understanding their business goals and developing tailored strategies to maximize the value they derive from XOi's platform.


Change Management :
Lead customers through change management processes, addressing concerns and guiding them toward the successful adoption of XOi's technology.

Executive-Level Engagement :

Regularly interface with C-level executives and key stakeholders to discuss strategic opportunities, review progress, and ensure alignment with business objectives.


Product Adoption & Expansion :
Drive product adoption through targeted initiatives, identify expansion opportunities, and work with cross-functional teams to implement these strategies.

Troubleshooting & Problem Resolution :
Leverage your problem-solving skills to address complex technical and business challenges. Use creative approaches to resolve issues and ensure customer satisfaction.

Customer Advocacy :

Act as the voice of the customer within XOi, advocating for their needs and ensuring that internal teams understand and prioritize their challenges.


Performance Metrics:
Utilize KPIs to monitor customer engagement, adoption, and success. Provide regular reports and insights to both customers and internal teams.

Continuous Improvement:


Identify opportunities to enhance the customer success process, including refining best practices and developing new approaches to drive customer value.


Cross-Functional Collaboration:


Work closely with Sales, Product, and Support teams to ensure a seamless customer experience and to facilitate the continuous improvement of our offerings.


Qualifications:

Experience:


4+ years of experience in Enterprise Customer Success Management, with a proven track record of managing complex, high-touch customer relationships.

Successfully driving product adoption, and delivering strategic business outcomes.

Change Management Expertise:
Demonstrated experience in leading customers through change management processes, particularly in a SaaS environment.

Executive Communication Skills:
Strong ability to engage with and influence executive-level stakeholders.

Project Management:
Excellent project management skills, with the ability to manage multiple initiatives simultaneously.

Problem-Solving & Creativity:
A natural problem solver who can think creatively to overcome challenges and drive customer success.

Technical Proficiency:
Proficient in Salesforce and G-Suite; experience with tools like ChurnZero is a plus.

Customer-Centric Mindset:
A deep commitment to understanding customer needs and delivering exceptional service.

You Are Someone Who:

Strategic Thinker:
You think critically about your business and customers, identifying weaknesses, threats, and opportunities, and taking proactive action.

Customer Advocate:
You regularly put yourself in your customers' shoes and act with their needs and challenges in mind.

Results-Oriented:
Fiercely focused on driving value through data, proactive touchpoints, and crucial conversations.

Collaborative:
Believes in building strong relationships across the organization to drive collective success.

Adaptable:
Thrives in a fast-paced, high-growth environment, and adapts quickly to changing needs.

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