Customer Success Manager - IT

Qualifications:

- Minimum 5 years of experience working with enterprise customers in a Customer Success or Account Management type role

- Excellent ability to multitask and prioritize workload

- Experience of cloud platforms, operations and SaaS

- Outstanding communication, presentation, and customer relationship skills

- Experience creating structured programs to drive adoption

- Strong operational discipline with an analytical,process-oriented mindset and a data-based approach to decision making and assessment

- Strong ability to align technical concepts & features to business needs

- Experience working with a cross-functional and geographically dispersed team and customer base.

- Flexibility in working across timezones, including APAC

Roles and Responsibilities:

- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services

- Develop, prepare, and nurture customers for advocacy

- Work with customers to develop a success plan that outlines how FourKites adoption will address their critical needs by establishing key performance indicators

- Retain and grow the revenue for existing FourKites customers, owning renewal of customer base and churn target.

- Create FourKites Champions by improving stickiness, increasing adoption, driving usage, ensuring retention and satisfaction

- Analyze customer data to improve customer experience and share critical customer insights proactively with the product teams

- Ensure cross functional team effectiveness on customer deliverables

- Conduct product usage checks to ensure customer & product satisfaction expectations are being satisfied for customers and that a high level of service is being delivered

- Facilitate a quarterly Executive Business Review to review goals, progress and opportunities

- Manage account escalations and collaborate with internal teams for effective on-time responses.

- Proactively provide feedback to the Product team about product improvement opportunities

- Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction