OverviewThe Customer Success Manager's primary responsibility is to drive product adoption, highlight best practices and ensure client retention within Seismic's client base. You will serve as the primary point of contact throughout the lifecycle of his/her assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics. You will serve as the customer's internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic's webinars and client events. Successful candidates must be comfortable engaging and developing trusted advisor relationships with C-level executives and cross-organizational teams tied to the client's Sales Enablement strategy. Candidates must also be excited about partnering with our clients to drive the value of Seismic while helping to achieve business goals.
Who you are:- Bachelor's Degree or equivalent related experience
- Customer-facing experience, relationship building, and driving customer transformation programs
- Excellent communication, presentation, and problem-solving skills
- Ability to translate business requirements into business solutions
- Advanced proficiency with the Microsoft Office Suite
- Experience with Salesforce and Gainsight a plus
- Previous experience with SaaS preferred
- Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
- Ability to effectively prioritize and escalate customer issues
What you'll be doing:- Drive the successful adoption of multiple use cases across the organization, helping the customer quantify the business value of the partnership.
- Form strategic relationships with key stakeholders to understand a customer's objectives to develop strategic roadmaps and uncover expansion opportunities.
- Conduct regular business review meetings with key accounts.
- Act as the voice of the customer and drive requested enhancements with the product management and development teams.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Ensure account transparency by tracking client sentiment and key milestones in Salesforce and Gainsight.
- Partner with customer-facing account teams and executives to develop a strategic plan to help customers achieve their business objectives and to execute on upsell and cross sell opportunities.
- Anticipate client risks and strategize ways to help mitigate churn.
- Manage the customer contract renewal process and maintain a renewal forecast.
What we have for you:At Seismic, we're committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.
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