Enterprise Customer Success Manager

4 days ago

Austin, Texas, United States AlertMedia Full time
About the Role

We are seeking an experienced Enterprise Customer Success Manager to join our team at AlertMedia. As a key member of our Customer Success organization, you will be responsible for driving growth, retention, and expansion of our most complex and high-value customer relationships.

Key Responsibilities
  • Build Strong Relationships: Develop and maintain strong relationships with our enterprise customers, understanding their business needs and goals.
  • Evaluate Risk Management: Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention.
  • Align with Customer Success Organization: Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities.
  • Manage Customer Experiences: Manage a series of personal touchpoints and drive ongoing customer experiences.
  • Conduct Quarterly Business Reviews: Conduct effective Quarterly Business Reviews to highlight the customer's realized value and communicate recommendations and new features.
  • Communicate with Senior Leadership: Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward.
  • Consult with Customers: Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations.
  • Partner with Support Team: Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administrative support.
  • Respond to Customer Inquiries: Respond to all customer inquiries in a thoughtful and timely manner.
  • Track Customer Communication: Effectively track all customer communication in Gainsight and Salesforce, as well as maintain most relevant information in Enterprise Account Plan up to date.
  • Contribute to Company Culture: Contribute to AlertMedia's culture, values, and vision for the future.
Requirements
  • 5+ Years of Experience: 5+ years' experience as a Customer Success Manager.
  • Enterprise Experience: 3+ years' experience supporting Enterprise customers in a CSM role.
  • Desire to Work with Demanding Customers: Desire to work with demanding, multi-national customers.
  • Established CSM: Established CSM who is self-motivated and customer-focused.
  • Technical Skills: Salesforce & excel required, Gainsight (nice to have).
  • Communication Skills: Outstanding verbal and written communication skills.
  • Listening Skills: Strong listening skills with the ability to work with a variety of customer profiles.
  • Project Management Skills: Excellent project management skills with proven ability to prioritize.
  • Analytical Skills: Strong analytical, negotiation, and creative problem-solving skills.
  • Executive Presence: Strong executive presence with proven ability to influence decision-making at all levels.
  • Desire to Learn: The desire and ability to learn and be coached.
About AlertMedia

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.

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