Note: The job is a remote job and is open to candidates in USA. Interact Software provides enterprise-grade intranet software, connecting over three million employees across global organizations. They are seeking an Enterprise Customer Success Manager to build relationships with customers, manage their onboarding and offboarding, and ensure they realize value from the product while identifying opportunities for upselling.
Responsibilities
- Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations. (relationships with numerous stakeholders in each organization with distinct needs and unique challenges must be skillfully managed)
- Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding
- Plan and engage in regular strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity
- Maintain alignment on outcomes, value-measurement, change management and adoption strategy
- Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk)
- Identify customer issues and needs and work in partnership with internal teams and customer toward solutions
- Identify, qualify and drive upsell and expansion opportunities to meet targets
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis
- Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers
- Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making
Skills
- Bachelor's degree or relevant experience
- Demonstrated experience retaining and growing global, enterprise customers in a Customer Success Role
- Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes
- Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification
- Knowledge of customer success systems
- Advanced Knowledge/use of MS365 tools
- SaaS experience preferred
Company Overview