Enterprise Customer Success Manager - IT

Job Description

Enterprise Customer Success Managers (CSMs) are passionate, individual contributors responsible for ensuring that every customer experience exceeds expectations. The ENT CSM owns the Customer Lifecycle for a set of accounts, beginning with customer on boarding and implementation, and continuing through the adoption and renewal staging. A successful CSM builds impeccable relationship, and shows skill at achieving trusted adviser and customer advocate status in the customer's mind. The CSM works closely with the Sales Team to design and execute customer success plans to ensure our customer objectives are truly met, and business value is realized.

- Monitor the customer life cycle to ensure customer and company's mutual success. This is achieved by assuming full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer life cycle, demonstrating lead time awareness, ensuring a friction less renewal process, and ultimately positioning your accounts for growth.

- Demonstrate your technical aptitude by being able to respond yourself to customer's technical inquiries regarding our service, or by being able to direct them to the proper channel, or resource.

- Successfully on boarding customers. Help them deploy, and derive total value from their membership by driving their full adoption and utilization of the service. Customer success and experience is everything.

- Monitor your accounts ongoing- Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, etc. Take correct actions in a timely manner based on this visibility.

- Build and establish lasting relationships, and achieve trusted status with the customers in order to help them realize their definition of success.

- Collaborate with Account Executives, Account Managers, and others in order to communicate and update each other on your efforts to ensure effective execution on customer success plans, and make progress on the growth strategy.

- Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions.

Qualifications

- Exceptional communication, customer service, sales, and relationship building skills at all levels, including CXO

- Self-motivated and self-driven.

- Extensive experience in building key relationships in the Enterprise space

- Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things

- Organized and capable of highly effective time management in an entrepreneurial environment. Ability to effectively prioritize time and talents, and to give effective presentations

- Proficiency in developing and executing against comprehensive customer success plans

- Four-year University / Bachelor's Degree in Sales, or equivalent Professional experience