[Hiring] Customer Success Manager @SuccessKPI Inc.

Role Description

We are looking for a qualified Customer Success Manager (CSM) to drive adoption and customer success within a growing portfolio of top-tier customer accounts. You will be asked to drive business value and successful outcomes by aligning the SuccessKPI product and services with the strategic business goals and needs of our customers.

• Understand how our customers want to use SuccessKPI and help make these aspirations a reality
• Be the customer companion on their journey through on-boarding, adoption and a lifetime of success
• Collaborate across SuccessKPI departments and customize the response to the needs of our customers
• Be a part of an Account team that manages enterprise accounts consisting of Fortune 10 and Fortune 50 companies and responsible for Annual Recurring Revenue of $2-5MM
• Become the primary point of contact for customers and communicate use case/requirements/expectations in an actionable way for Marketing, Sales, Support, Services, and Product teams
• Manage updates in our customer relationship management tools
• Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance
• Understand the concepts and importance of identifying growth areas in existing customer base
• Help build expansion opportunities – passive selling
• Travel as needed to support Customer meetings, trainings, or other company meetings & business (required travel typically less than 20%)

Qualifications

• 5+ years in customer-facing roles – Sales/Support/Services/Architecture, with at least 2-3 years of enterprise account management experience and at least 1+ year of technical account management
• Ability to help customers overcome technical and training hurdles while expanding their use of the platform
• Strong project management fundamentals
• Passionate about building customer success for the SuccessKPI “Brand”
• Being a change agent and solution maker
• Hands-on experience with data warehousing ecosystems (e.g. Data sources / ETL / Data warehouse / Data marts)
• Hands-on experience with Data and Analytics tools such as Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL
• Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus
• Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud
• Contact Center management familiarity and experience with IVR, ACD, agents, and call queues

Requirements

• Ability to handle escalation management
• DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers

Benefits

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture
• Opportunity for career development and growth opportunities as we grow and scale
• Opportunity to build industry relationships and work alongside seasoned industry experts
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day