Simpplr

Customer Success Manager

• Lead the Enterprise Customer Success team of approximately 5 to 8 CSMs
• Provide mentorship and coaching to team to drive results
• Assist Customer Success leadership with strategic planning, development including headcount, compensation, segmentation, metrics, and targets.
• Leverage executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
• Consult, direct and assist on the design of the overall CSM Practice: Playbook Design, Process, Data Analysis, Executive Engagement etc.
• Align with organizational and corporate objectives; develop and execute on an action plans to ensure growth and profitability
• Design and launch programs to improve customer experience and operational efficiency
• Partner with the implementation team to optimize a seamless customer launch experience
• Ensure long-term customer account plans include maturity assessments, executive engagement, customer metrics, etc.
• Partner with Marketing for Customer Advocacy efforts
• Create actions plans for at-risk scenarios
• Manage account planning and account mapping strategies for enterprise accounts
• Establish, maintain and grow executive relationships at all enterprise accounts
• Partner with Product, Engineering and Implementation teams to ensure the customer voice is heard and considered in our product roadmap
• Drive positive NPS across all of your reports and their customers

Senior Manager, Customer Success

Solutions Engineer

• Become a product expert and trusted advisor
• Build and deliver quality custom demos that WOW the audience
• Overcome technical objections and win the technical sale
• Answer RFPs and security questionnaires
• Build and maintain technical sales tools
• Provide insight and consultation into how organizations succeed at engagement, collaboration, and communication
• Drive new revenue, help upsell and cross-sell

Senior Manager, Customer Success

Solutions Consultant