[Hiring] Enterprise Customer Success Manager @AlertMedia

Role Description

As an Enterprise Customer Success Manager at AlertMedia, you will take ownership of customer relationships, focusing on Enterprise accounts to provide the highest level of strategic partnership. Your responsibilities will include:

• Executing strategic guidance and driving adoption.
• Conducting effective Quarterly Business Reviews.
• Supporting customer health, retention, and growth.
• Approaching each relationship with a "partnership" mentality.
• Employing a consultative and tailored approach to ensure customer success.

Qualifications

• 3+ years’ experience as a Customer Success Manager.
• 1-2+ years’ experience supporting Enterprise customers in a CSM role.
• Emergency communications or risk response industry experience (nice to have).
• Desire to work with demanding, multi-national customers.
• Established CSM who is self-motivated and customer-focused.
• Salesforce & Excel required; Gainsight (nice to have).
• Outstanding verbal and written communication skills.
• Strong listening skills with the ability to work with a variety of customer profiles.
• Excellent project management skills with proven ability to prioritize.
• Strong analytical, negotiation, and creative problem-solving skills.
• Proven ability to work with all members of our team (business development, software development, and product management).
• The desire and ability to learn and be coached.

Requirements

• Build strong relationships with customers in the enterprise category.
• Evaluate risk management for each customer and proactively strive for value propositions.
• Align with the Customer Success organization and Expand Team to support initiatives.
• Manage a series of personal touchpoints to drive ongoing customer experiences.
• Conduct effective Quarterly Business Reviews to highlight customer value.
• Consult with customers to determine the best data automation options.
• Own cross-functional coordination for your accounts.
• Maintain executive alignment and visibility on your accounts.
• Respond to all customer inquiries in a thoughtful and timely manner.
• Keep track of new product developments and inform/train customers.
• Communicate desired software requirements to the product management team.
• Diligently manage Gainsight and Salesforce data.
• Contribute to AlertMedia’s culture, values, and vision for the future.

Benefits

• Competitive base salary + Company-wide bonus program.
• Generous and flexible time and parental leave policies.
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!
• 401K with a generous company match.
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back.
• A Best Places to Work company 10 years in a row and numerous other awards.
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails.
• Ongoing career development opportunities with our Learning and Development team.

Company Description

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.