Customer Success Manager - Strategic Accounts

  • SuccessHACKER
  • Anywhere in the USA
  • Jul 09, 2018
Full time B2B Business Development Computer Software Customer Success Engineering Information Technology Post-Sales QA-Quality Control Technical Solutions

Job Description

One of our clients, a leader in engineering and quality assurance solutions, is seeking a Customer Success Manager-Strategic Accounts. The Customer Success Manager (CSM)-Strategic Accounts will report to the Director Customer Success and be assigned to anywhere from 12-20 accounts comprising a $2M book of business. The CSM is responsible for ensuring customers get value from their platform, establishing deep and lasting customer relationships by providing customers with strategies for using solutions that align directly to the customers' larger business objectives and providing technical leadership.

As a CSM, you will develop strong relationships connecting with stakeholders to develop a strong understanding of business requirements and goals. Building on this knowledge, you will develop a strategic engagement plan for the account, facilitating the use of the solution as the customer transitions into new processes focused on development and testing. As the primary contact, you will manage ongoing relationship activities and ensure the long-term success of the account.

This role is open to anyone in the US. Travel is encouraged (10%-15%) but not required.

 Primary Responsibilities

  • Own overall relationship with assigned clients, which include, increasing adoption, ensuring retention, and overall satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our clients' products and services.
  • Map out organizational hierarchies to uncover potential expansion opportunities.
  • Develop, prepare, and nurture customers for advocacy.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Advocate customer needs/issues cross-departmentally.
  • Program-manage account escalations.

 Key Requirements

  • 10+ years’ experience with Customer Success or key account Relationship Management increasing customer satisfaction, adoption, and retention.
  • Exceptionally strong customer orientation and proven ability to drive value of products and services with customers.
  • Familiarity working with strategically-important large enterprise clients.
  • Demonstrated ability to map out organizational hierarchies and leverage customer relationships for penetrating other areas of an organization to drive expansion opportunities
  • Impeccable written and verbal communication skills.
  • Detail orientation and a strong analytical mindset.
  • Strong team player coupled with a self-directed work style.
  • Prior success in a fast-paced, entrepreneurial environment requiring multi-tasking, frequent reprioritization and a strong sense of urgency.
  • Strong interest in technology and proficiency with MS Office suite.
  • Tenacious approach to collaboration, developing relationships, securing resources and seeking assistance to deliver results.
  • Experience being productive and effective working from a home-based office.