Enterprise Customer Success Manager
Interact Software
full-time
Posted on:
Location Type: Hybrid
Location: Tulsa • Oklahoma • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $110,000 per year
Job Level
Mid-LevelSenior
About the role
- Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations. (relationships with numerous stakeholders in each organization with distinct needs and unique challenges must be skillfully managed).
- Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding.
- Plan and engage in regular strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity.
- Maintain alignment on outcomes, value-measurement, change management and adoption strategy.
- Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk).
- Identify customer issues and needs and work in partnership with internal teams and customer toward solutions.
- Identify, qualify and drive upsell and expansion opportunities to meet targets.
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis.
- Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers.
- Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making
Requirements
- Bachelor’s degree or relevant experience
- Demonstrated experience retaining and growing global, enterprise customers in a Customer Success Role (SaaS experience preferred).
- Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes.
- Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification).
- Knowledge of customer success systems
- Advanced Knowledge/use of MS365 tools
Benefits
- 25 days annual leave (with the option to buy and sell additional days)
- Cycle to work scheme
- Access to Learning & Development platform
- Life Insurance
- Auto Enrolment Pensions
- Healthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much more)
- Reimburse for usage of personal mobile phone
- Free Gym membership and Free Friday lunch for office based staff
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successproject managementdata analysischurn risk identificationupsell strategiescustomer interactionretention strategiesopportunity identificationcustomer health data analysischange management
Soft skills
relationship buildingstakeholder managementcommunicationstrategic planningproblem-solvingadvocacycollaborationinfluencingalignmentinsight generation
Certifications
Bachelor's degree