Customer Success Manager
SuccessKPI
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Understand how our customers want to use SuccessKPI and help make these aspirations a reality
- Be the customer companion on their journey through on-boarding, adoption and a lifetime of success.
- Collaborate across SuccessKPI departments and customize the response to the needs of our customers
- Be a part of an Account team that manages enterprise accounts consisting of Fortune 10 and Fortune 50 companies and responsible for Annual Recurring Revenue of $2-5MM.
- Become the primary point of contact for customers and the voice that communicates use case/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at SuccessKPI.
- Manage updates in our customer relationship management tools
- Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance and work closely with support on other needs
- Understand the concepts and importance of identifying growth areas in existing customer base
- Help build expansion opportunities – passive selling
- Travel as needed to support Customer meetings, trainings, or other company meetings & business (required travel typically less than 20%)
Requirements
- Ability to help customers overcome technical and training hurdles while expanding their use of the platform
- 5+ years in customer-facing roles – Sales/Support/Services/Architecture, with at least 2-3 years of enterprise account management experience
- Ability to handle escalation management
- Strong project management fundamentals
- Passionate about building customer success for the SuccessKPI “Brand”
- Being a change agent and solution maker
- DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers
- Hands-on experience with data warehousing ecosystems (e.g. Data sources / ETL / Data warehouse / Data marts). Understanding of different types of data schemas (OLTP vs. OLAP, snowflake, etc.)
- Hands-on experience with Data and Analytics tools such as Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL
- Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus
- Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud
- Contact Center management familiarity and experience with IVR, ACD, agents, and call queues
Benefits
- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer relationship managemententerprise account managementescalation managementproject managementdata warehousingdata schemasdata analyticsETLdeployment architecturescontact center management
Soft Skills
customer successchange agentsolution makerproactivecollaborationcommunicationproblem-solvingadaptabilitycustomer advocacytraining