Customer Success Manager, Enterprise Accounts
New
M
MotusEmployee driving software
This remote position is open to candidates living in the United States or in Ontario, Canada.Full-TimeManager
SalaryThe pay range for this role is $90,000 - $105,000. This position may also be eligible for incentive compensation based on individual and/or company performance.
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Job Details
- Experience
- 3+ years’ experience in a customer success role
- Required Skills
- SalesforceMS OfficePresentation skillsCustomer SuccessSaaSAccount ManagementCross-functional collaboration
Requirements
- Have 3+ years’ experience in a customer success role.
- Have experience managing a book of business over $3M in annual revenue.
- Have experience presenting to audiences ranging from administrators and managers to C-Level.
- Bring excellent written and verbal communication and presentation skills.
- Demonstrate emotional intelligence, empathy, and a customer-centric, proactive approach to resolving issues.
- Have a strong understanding of the corporate business world; prior SaaS experience is preferred.
- Bring strong multitasking, organizational, and prioritization skills, with high attention to detail.
- Be able to understand and articulate technical concepts and derive solutions across multiple product lines.
- Collaborate strategically across teams and know when to engage others and when to work independently.
- Have experience working with cross-functional teams such as Sales, Product, and Operations.
- Be proficient in MS Office and Salesforce.com.
- Experience with GainSight is a plus.
Responsibilities
- Serve as the primary point of contact for assigned Enterprise customer accounts.
- Create and execute strategic plans for each account’s customer journey and retention, partnering with Account Management and CS Leadership as appropriate.
- Build relationships with customer administrators and conduct regular check-ins to assess end-user adoption, customer satisfaction, and program success.
- Capture customer feedback and report requests to Product and Engineering.
- Provide education and coaching to drive product adoption and enhance product value.
- Resolve customer inquiries and issues by engaging appropriate internal teams, including Product, Ops, and Support.
- Understand customer goals and success measures, and establish plans to meet agreed-upon goals.
- Identify process improvements, bugs, and potential system enhancements, and develop customer advocates for references, case studies, webinars, and events.
- Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers.
- Share standard methodologies with team members and travel up to 20% for customer visits.
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