How You Will Spend Your Days as a Strategic Customer Success Manager: As a Strategic Customer Success Manager, you will serve as a key strategic advisor, deeply involved in guiding customers to unlock the full potential of our solutions. By fostering long-term partnerships, you will ensure their ongoing success and growth, positioning yourself as a proactive, trusted business partner.
- Strategic Customer Partnership: Manage and nurture relationships with a portfolio of 50+ Alchemer customers, serving as their go-to advisor throughout their entire lifecycle - from onboarding to driving measurable value that ensures renewals and expansion.
- Renewals Management: Own the renewals process with a proactive approach, guiding customers through contract updates, pricing discussions, and renewal negotiations. Accurately forecast renewal bookings and ensure seamless contract renewals year over year.
- Data-Driven Customer Insights: Leverage Salesforce to maintain comprehensive customer data, ensuring insights are available to drive strategic decisions and strengthen customer relationships.
- Develop & Share Best Practices: Act as a consultant by identifying opportunities for customers to enhance their use of our platform, sharing best practices and insights that drive adoption, efficiency, and positive business outcomes across their organization.
- Trusted Advisor Role: Establish deep, strategic relationships with customers by positioning yourself as a valuable partner who understands their unique needs, challenges, and opportunities. Provide ongoing strategic counsel to ensure sustained value from our solutions.
- Maximize Retention & Growth Opportunities: Drive a high customer retention rate by identifying upsell and cross-sell opportunities, collaborating with the sales team to close new business within existing accounts, and expanding the reach of our products.
What You Bring to This Role: - Strategic Experience: 4+ years in a strategic Account Management or Customer Success role, with a demonstrated ability to elevate customer satisfaction, increase adoption, and retain customers over the long term.
- Domain Expertise: Strong understanding of CX management or business process automation, with experience leveraging tools like Qualtrics, Medallia, SurveyMonkey, or similar platforms to drive customer success.
- Operations & Workflow Acumen: Experience working with operational and workflow optimization tools, especially in environments that involve both internal and external customer feedback systems.
- Consultative Approach: Proven ability to act as a trusted advisor to high-value customers, solving complex business problems, identifying root causes, and delivering tailored solutions.
- Revenue-Driven Mindset: A track record of consistently meeting or exceeding renewal quotas, along with expertise in driving upsell opportunities and supporting sales efforts within an established customer base.
- Project Leadership: Expertise in managing multiple strategic projects simultaneously, with a focus on achieving key outcomes while maintaining exceptional attention to detail.
- Compelling Presentation Skills: Ability to deliver high-impact presentations communicating our solutions' value to customers clearly and compellingly.
- Embrace growth and change: You thrive in a dynamic environment, where you'll be empowered to help shape processes and initiatives in a fast-growing, evolving organization.
Compensation for this position includes an annual base salary of $100,000, plus an annual commission bonus of an additional $30,000, and participation in the Employee Participation Unit program.
Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and eleven paid company holidays.
Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.
