Job Description
A fast growing Series B cloud-based company that helps procurement professionals source fast and make a bigger business impact are rapidly increasing their sales team.
My client serves over 95 enterprises across a wide range of markets including technology, retail, restaurants, manufacturing, hospitals, and Universities, and have a wide range of clients.
Responsibilities:
Customer Success Managers represent the primary point of contact to customers after customers go-live. As such, they provide three critical functions:
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Work with / coach customer teams to drive customer success strategies and to achieve customer success goals.
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Provide communication to customers regarding new product capabilities and other critical information.
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Provide a consistent point of contact for customers and a “concierge” into other functions and resources.
Specific goals center on the following:
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Customer success
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Customer referencability
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Customer renewal and growth of annual contract value.
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Customer solution expansion
Key activities include:
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Participate in customer success metrics workshops
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Develop customer success roadmap
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Conduct scheduled customer check-ins
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Drive periodic business reviews
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Manage renewals
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Monitor customer performance.
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Manage customer relationships
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Establish role as trusted advisor
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“QB” internal resources as needed
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Share best practices ideas and product information
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Support/drive customer campaigns
Requirements:
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Strong background in customer / client management.
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Business consulting experience with demonstrated success in the following:
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Managing client expectations
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Developing and maintaining executive relationships and associated influencing strategies
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Project management including managing disparate, cross-functional, cross-enterprise project teams
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Ability to have value-based conversation with business executives
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Experience managing products, product offerings and customer experience with products
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Strong organizational skills
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Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.
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Background in software and SaaS solutions a plus.
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Minimum bachelor’s degree required – master’s degree a plus.
