СШАCustomer Success Manager, Mid-Market/Enterprise
5 дн. назад
СШАMiddleHybrid
account managementcustomer successupsellingcoaching
Manage a portfolio of Mid-Market/Enterprise customers to drive adoption, satisfaction, revenue, and retention while coaching the team and providing tailored solutions.
Обязанности
- Managing a book of Priority Accounts
- Able to collaboratively address and tailor solutions to the customer’s needs.
- Establish oneself as a trusted advisor integral to the customer’s success.
- Welcome both new and existing customers to Customer Success and set proper expectations for success
- Conducts a comprehensive review of industry trends and the customers latest developments.
- Offering insights and guidance tailored specifically to the customers competitive environment
- Set up and perform regular Introduction calls, Account Reviews, and Business Reviews, making recommendations to ’s products & services
- Collaboratively work across departments to find solutions for customers
- Provides unique, actionable insights that the customer hasn’t considered before becoming more of an “advisor” than “vendor”
- Ability to understand not just the product, but market landscape, competition and how the product fits into broader industry trends.
- Work in conjunction with the upsell team to drive more revenue per customer
- Ability to use metrics and data to support their positions and quantify value, thereby making negotiations more objective
- Ability to create complex reports and dashboards that provide actionable insights, beyond just tracking KPI’s.
- Impact retention by helping customers see the value in what they are paying for, and help turn them into champions
- Maintain consistent updates in Salesforce and Zendesk to provide an accurate overview of customers' current state.
- Has a deep understanding of industry trends, challenges, and opportunities, often providing value by informing customers of ways to innovate and stay ahead of the curve.
- Work with our support team to identify deficiencies in the process and current customer support needs
- Constantly looking for new ways to improve customer success processes, customer experience, and internal operations.
- Participate in special projects as needed and directed by your team lead
Требования
- The minimum qualifications for the role - education, experience, certifications, skills.
- 3+ years of CSM or Account Management experience supporting Mid-Market and/or Enterprise customers
- Demonstrate 's core values
- Contribute to a positive work environment and team culture
- Ability to demonstrate ethical behavior and decision making at all times
- Ability to work in a fast-paced environment while maintaining a friendly and professional demeanor
- Ability to build relationships with a wide variety of both customers and internal stakeholders
- Ability to function as a consultant for the customer and balance that with the needs of the business
- Excellent written and verbal communication skills
- Ability to handle multiple projects at once and prioritize each respectively
- Proactive problem solving skills
Другое
- The role of a Mid-Market/Enterprise CSM is to work with a portfolio of customers to drive adoption, increase satisfaction, add revenue, mitigate risk, and identify customer needs in order to increase loyalty and retain business on a one-to-many scale. This position will also include coaching, mentoring and supporting the team in teaching best practices.
- This position will be hybrid (remote/in office)
- Reports to: Director of Enterprise Customer Success
- Preferred qualifications - including personality traits and soft skills.
- A positive attitude with a willingness to contribute where needed
- Bachelor’s degree preferred
- Extensive experience in customer-facing roles
- Previous Customer Success experience
- Experience in Salesforce, Zendesk and Google Suite and Planhat (not necessary, but nice to have)
- Employment with is contingent upon the successful completion of a background check , conducted in accordance with applicable laws.
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