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Enterprise Customer Success Manager

2 months ago

Nashville, Tennessee, United States XOi Technologies Full time
About XOi Technologies

XOi Technologies is a leading provider of innovative technology solutions for the field service industry. Our platform connects every part of the job, from the field to the office, creating a transparent and efficient experience for all stakeholders—OEMs, contractors, technicians, and customers.

We leverage data from current and historical projects to provide remote support, visual documentation, training resources, asset and team management functions, and immediate revenue-producing insights.

Our mission is to modernize the field service industry, helping to secure the livelihoods of hard-working tradespeople by addressing the challenges they face through cutting-edge technology solutions.

Position Overview

As an Enterprise Customer Success Manager at XOi Technologies, you will serve as both a Program Manager and Strategic Advisor for our enterprise clients.

Your role is pivotal in driving product adoption, managing change, and ensuring the successful long-term outcomes of our customers. You will engage in executive-level conversations, troubleshoot complex issues, and devise creative solutions that align with our customers' strategic business objectives.

Key Responsibilities
  • Develop and execute strategic plans to drive product adoption and maximize customer value.
  • Lead customers through change management processes, addressing concerns and guiding them toward successful adoption of XOi's technology.
  • Regularly interface with C-level executives and key stakeholders to discuss strategic opportunities, review progress, and ensure alignment with business objectives.
  • Drive product adoption through targeted initiatives, identify expansion opportunities, and work with cross-functional teams to implement these strategies.
  • Leverage problem-solving skills to address complex technical and business challenges, using creative approaches to resolve issues and ensure customer satisfaction.
  • Act as the voice of the customer within XOi, advocating for their needs and ensuring that internal teams understand and prioritize their challenges.
  • Utilize KPIs to monitor customer engagement, adoption, and success, providing regular reports and insights to both customers and internal teams.
  • Identify opportunities to enhance the customer success process, including refining best practices and developing new approaches to drive customer value.
  • Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience and to facilitate the continuous improvement of our offerings.
Qualifications
  • 4+ years of experience in Enterprise Customer Success Management, with a proven track record of managing complex, high-touch customer relationships.
  • Experience in driving product adoption and delivering strategic business outcomes.
  • Demonstrated expertise in change management, particularly in a SaaS environment.
  • Strong executive communication skills, with the ability to engage with and influence executive-level stakeholders.
  • Excellent project management skills, with the ability to manage multiple initiatives simultaneously.
  • A natural problem solver who can think creatively to overcome challenges and drive customer success.
  • Proficient in Salesforce and G-Suite, with experience with tools like ChurnZero a plus.
  • A deep commitment to understanding customer needs and delivering exceptional service.