Customer Success Professional

7 days ago

California, Missouri, United States Encompass Technologies Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Encompass Technologies. As a key member of our customer success team, you will be responsible for fostering strong relationships with our customers, driving product adoption, and facilitating ongoing engagement.

Key Responsibilities
  • Cultivate and maintain strong relationships with key stakeholders to align Encompass solutions with their business goals.
  • Demonstrate proficiency with Encompass products and services, staying updated on new features to advise customers on optimal solutions.
  • Drive customer adoption through tailored resources, education, and training plans, maximizing their use of Encompass products and services.
  • Develop comprehensive customer profiles and value roadmaps to identify opportunities, collaborating with cross-functional teams to expand Encompass platform usage in alignment with customer business outcomes.
  • Monitor customer health proactively, addressing concerns to ensure retention and mitigate churn risks.
  • Advocate for customers internally, collaborating with cross-functional teams to enhance products and services based on customer feedback.
  • Cultivate reference-able customers by collaborating on success stories that demonstrate value, supporting sales and marketing efforts to attract new business and inspire other customers.
  • Represent the company and its solutions at industry events and conferences.
  • Manage the customer off-boarding process effectively, identifying lessons learned for continuous improvement.
Requirements
  • Experience in customer success, account management, or a related role, ideally within the SaaS or Beverage industry.
  • Proven ability to build and maintain relationships with key stakeholders, demonstrating a deep understanding of their business needs and aligning solutions accordingly.
  • A consultative approach to problem-solving, and the ability to manage customer expectations.
  • Excellent written and verbal communication skills, with the ability to simplify complex technical topics into a friendly and approachable manner.
  • Strong analytical skills to monitor customer health, identify risks, and develop strategic plans that align with business outcomes.
  • Highly organized and detail-oriented, with the ability to manage multiple customers, prioritize tasks, and address issues simultaneously.
  • Collaborative mindset with experience working with sales, services, support, and other cross-functional teams to deliver comprehensive solutions.
  • Willingness to travel up to 25% of the time.
  • Ability to work flexible hours to accommodate collaboration with our Australian teams.
Preferred Qualifications
  • Experience with vintrace products and services.
  • Experience in Wine Production.
What We Offer

This role will receive a competitive salary + bonus + benefits. The salary for US-based employees located in the below markets may expect offers in the ranges for this role.

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