CRM Engagement Specialist
TIAA
Strategic Customer Success Manager
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full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
ApolloGradleRedis
About the role
- Act as trusted advisor for strategic customers to onboard, increase user adoption, ensure renewal
- Own health and retention of accounts starting from contract execution; manage post-sales lifecycle from onboarding through growth and renewal
- Manage portfolio of clients and ensure high product satisfaction
- Create plans focusing on measurable outcomes and guide complex global organizations
- Conduct regular meetings to drive product adoption by linking capabilities with critical business workflows
- Help create, define and achieve goals and KPIs based on customer's North Star metric
- Partner with sales, product, support to deliver seamless experience and maximize customer value
- Provide best practice recommendations and expert-level application support
- Proactively identify risks, escalate issues and drive mitigation strategies
- Work with product development and technical support to resolve customer issues
- Monitor client portfolio health and manage escalations and churn risks
- Strategize with Sales to identify expansion and growth opportunities
- Conduct virtual meetings with internal and external customers
- Some travel required
Requirements
- 7+ years experience in a Enterprise SaaS Customer Success role
- Experience with Zendesk and Salesforce a huge plus
- Experience in managing and growing book of business of $5MM+ Annual
- Effectively prioritizes, multitasks, and engages with customers
- Experience in the art of change management
- Effective at leading and facilitating meetings with a broad range of participants including product managers, technical engineers, Directors and C-Suite Executives
- Strong communication skills; effective storyteller, personable, concise and a compelling communicator
- Empathy, diplomacy, and poise under pressure when working through customer concerns
- Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing
