Senior Customer Success Manager - MM/Ent
New
Remote-EMEAFull-TimeSenior
Salary37,280 - 83,880 USD per year
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Job Details
- Languages
- Fluent written and spoken English
- Required Skills
- LeadershipCommunication SkillsMentoringPresentation skillsRelationship building
Requirements
- Proven track record as as a Senior/Enterprise CSM.
- Experience managing complex large clients (50+ employees) autonomously.
- Strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
- Ability to understand the business requirements and technical problems and help them with best practices and the right next action.
- Functional knowledge of Remote service and our platforms.
- Proven track record of building relationships with senior customer executives in enterprise or strategic accounts.
- Experience in managing different levels of leadership team engagement a regular basis required.
- Identify new opportunities: up-sell, cross-sell, additional training.
- Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.
- Experience mentoring new team members.
- Fluent written and spoken English, and well structured communication skills in speaking & writing.
Responsibilities
- Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
- Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.
- Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.
- Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan.
- Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.
- Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
- Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
- Coordinate small customer projects.
- Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities.
- Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing.
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