Experience in Customer Success with a focus on enterprise customers, preferably in SaaS.
Project Management experience, with skills in stakeholder alignment.
Advanced knowledge of Customer Success strategies and processes.
Familiarity with Customer Success software systems.
Proficient in MS365 tools.
Responsibilities
Build trusting relationships across complex organizational structures.
Manage customer interactions throughout the entire lifecycle from onboarding to offboarding.
Engage in strategic interactions with customers to create value and identify future opportunities.
Ensure alignment on outcome measurement and change management.
Analyze customer health data to identify and mitigate churn risks.
Collaborate with internal teams to meet customer needs and resolve issues.
Drive upsell and expansion opportunities to achieve targets.
Advocate for customers by translating their feedback into actionable insights.
Benefits
25 Holidays/PTO with options to buy/sell days.
401K contributions after 3 months of employment.
Comprehensive healthcare plans or reimbursement options.
Voluntary Dental, Vision and Life coverage.
Flexible Spending Account options.
Employee Discount and Reward Program.
Reimbursement for personal mobile phone use.
Full Job Description
Enterprise Customer Success Manager
Department: Customer Success
Employment Type: Full Time
Location: Tulsa, OK
Reporting To: Wayne Farmer
Description
A little about you...
Bachelor's degree or relevant experience.
Demonstrated experience retaining and growing global, enterprise customers in a Customer Success Role (SaaS experience preferred).
Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes.
Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification).
Knowledge of customer success systems.
Advanced Knowledge/use of MS365 tools .
About the role...
Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations. (relationships with numerous stakeholders in each organization with distinct needs and unique challenges must be skillfully managed).
Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding.
Plan and engage in regular strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity.
Maintain alignment on outcomes, value-measurement, change management and adoption strategy.
Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk).
Identify customer issues and needs and work in. partnership with internal teams and customer toward solutions.
Identify, qualify and drive upsell and expansion opportunities to meet targets.
Maintain a deep understanding of the product and speak with customers about the most relevant. features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis.
Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers.
Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making.
Benefits
25 Holidays/PTO (with the option to buy and sell additional days)
401K contributions after 3 months service
Company healthcare plans or 3rd party reimbursement
