Senior Customer Success Manager

Posted 2024-10-16

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💎 Seniority level: Senior, At least 8 years

📍 Location: United States

🔍 Industry: SaaS

🏢 Company: ArcSite

🗣️ Languages: English

⏳ Experience: At least 8 years

🪄 Skills: Project ManagementBusiness DevelopmentStrategyBusiness developmentCommunication SkillsCollaboration

Requirements:

Bachelor's degree required.
At least 8 years of experience in customer success with SaaS companies focused on mid-market/enterprise customers.
Proven track record of retaining and growing strategic relationships with accounts.
Experience deploying data-driven Quarterly Business Reviews (QBRs).
Exceptional communication skills, both written and verbal, and the ability to engage with both technical and executive audiences.
Ability to think creatively, adapt to changing circumstances, and maintain a customer-centric focus.
Strong project management skills with a focus on meticulous attention to detail, adherence to timelines, and delivery of high-quality work.
A growth mindset with a genuine enthusiasm for assisting others.

Responsibilities:

Build and maintain strong relationships within assigned accounts.
Foster customer satisfaction and loyalty by demonstrating a deep understanding of customers' critical business issues and needs, while delivering products and solutions that help them achieve their business objectives.
Conduct QBRs and discovery calls to uncover additional upsell / cross sell opportunities.
Track account metrics and align product capabilities with customer goals while collaborating with internal teams to identify business development opportunities.
Collect data around client workflows, goals, and experience with the ArcSite software.
Create and implement strategic account plans to boost customer retention and foster growth.
Lead contract renewals and negotiation discussions.
Educate customers on the use and benefits of ArcSite solutions.
Manage escalations and promptly resolve customer issues.
Act as a customer advocate by capturing feedback and relaying product requests to Product Management and Engineering teams.
Develop and share best practices with team members to improve the quality, effectiveness, and efficiency of our customer support.

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Senior Customer Success Manager

Requirements:

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