Description
The Role: The Enterprise Customer Experience Manager is responsible for ensuring Viafoura's strategic alignment across our customers' partnership journey. The primary responsibilities include driving adoption, increasing customer health and value realization, increasing contract ACV and leading innovative strategies that bring community engagement to the forefront of the industry.
This is a highly visible and cross-collaborative role at Viafoura, so we are looking for someone with a strong ability to work with all functions and levels within an organization both internally and externally & inspire a positive change through value realization and "aha" moments.
Reports to: Director, Customer Experience
Location: Toronto, ON preferred, remote supported
Key responsibilities: - Onboarding & Technical Adoption: Guide clients through platform implementation, ensuring fast time-to-value (TTV) and providing continuous training on Viafoura's community engagement tools.
- Relationship & Account Ownership: Serve as the primary point of contact for key accounts, building deep relationships across editorial, product, and technical teams. Own the cadence of engagement including Executive Business Reviews and develop account success plans and strategies.
- Cross-Functional Advocacy: Act as the customer's internal champion, partnering with Product and Engineering to resolve issues and shape the roadmap based on customer feedback.
- Revenue Ownership: Accountable for $3-5M in total ACV, including renewal and expansion/upsell opportunities that support the customer's evolving needs.
- Trusted Advisor: Diagnose customer business challenges, document solution requirements, and communicate a clear value proposition and ROI to stakeholders.
- Forecasting & Reporting: Track and report on the status of in-process opportunities, risks, and potential revenue to internal stakeholders
Requirements: - Proven experience managing complex, multi-divisional, and multi-geographic customer accounts.
- Track record of owning customer relationships, retention and driving contract revenue growth.
- Genuine passion for customer success, with excitement for contributing to a fast-growing SaaS environment.
- Strong leadership capabilities, with experience collaborating across cross-functional teams (e.g. Support, Sales, Product Management, Marketing, Implementation Services).
Preferred: - BA/BS degree in a relevant major.
- 3+ years of experience in Customer Success or Account Management.
- Modern Media experience and knowledge of media operations processes and teams.
Core Skills: - Strong ability to inspire, influence and mobilize
- Hyper-curious
- Self-starter
- Problem-solver
- A passion for being at the top of your game
- Highly skilled communicator- advanced in presenting to all levels of an organization effectively
