Founded in 2013, Skedulo is a fast-growing SaaS company headquartered in San Francisco and with offices in Australia, Vietnam, and the United Kingdom. Here, we use the latest technologies and best engineering practices to deliver groundbreaking software that is making a difference around the world.
If you’re drawn to solving interesting hard problems, Skedulo is for you. Over the past 20 years, less than 5% of software investment has been focused on the needs of the world’s 2.7 billion mobile workers, and the mobile workforce is our sole focus. Join us as we build a scalable platform for the world’s largest brands working with the most respected technology partners.
Skedulo is a momentum leader in Field Service Management (based on G2 Winter 2021 rating) and is growing rapidly to meet the demands of a post-Covid world. This is a compelling opportunity to join a fast-growth, enterprise grade, SaaS based business where an outstanding mobile experience is at the heart of our product and user experience.
The Principal Customer Success Manager at Skedulo will be responsible for a set of strategic customers and will be accountable for driving onboarding, adoption, engagement, renewal, and growth of Skedulo platform. They will engage deeply with our biggest customers to understand their use cases, pain points and how they can drive business value while leveraging Skedulo. Senior team members would also be actively involved in coaching other CSMs and driving our internal initiatives around continual improvement amp; maturity within Customer Success at Skedulo.
RESPONSIBILITIES
- Lead a small focused book of high-profile amp; strategic accounts, with the goal of renewing customers year over year and identifying revenue expansion opportunities
- Consult with customers to understand their business and strategic goals throughout the customer lifecycle; ensure customer’s overall objectives are being met, and drive outcomes through adoption of product and services
- Establish and grow key relationships with executive sponsors and decision makers across full book of business
- Identify and manage customer escalations to drive resolution internally with stakeholders and externally with customers
- Partner closely with Sales and Customer Success leadership to mitigate churn risk and ensure ongoing customer success retaining Customers for Life!
- Track customer interaction within Salesforce.com and Gainsight
- Evangelize new product features and provide customer feedback to Sales, Product, Customer Success and Engineering teams
- Participate in events / seminars and maintain a deep understanding of the workforce management space
- Prepare and execute on customer success plans
- Increase adoption and expand usage of Skedulo within each account identifying opportunities for cross-sell and upsell
- Work with sales on new prospects and cross sell opportunities around how Customer Success Managers are introduced
- Introduce new features and best practices to customers
- Manage customer core product on-boarding process: have a strong knowledgeable of our product, customer Journey methodology and processes to be able to explain these to internal and external stakeholders
- Manage Customer hand over process working with Sales
- Work with the Project Delivery team during custom implementations of Skedulo
- Build Skedulo product champions within each customer account
- Work collaborate with marketing and PR teams on building customer references and user stories
- Responsible for key customer success metrics, including customer churn, renewals, NPS/CSAT
Requirements
MINIMUM QUALIFICATIONS
- Must have at least 10 year's prior experience directly engaging and managing customer accounts and relationships
- Must have excellent verbal and written English communication skills
- Must have strong presentation skills and ability to demo solutions
- Must have some working knowledge of Salesforce and Gainsight
- Must have prior experience managing customers in a SaaS specific environment
- A strong teamwork ethic is essential
DESIRED SKILLS/ EXPERIENCE
- Project management skills to manage customer issues and escalations
- Business savvy; ability to translate business needs into product requirements
- Attention to detail and ability to produce highly accurate analysis
- Comfort and experience with presenting to C-level executives
- Possess working knowledge of the Atlassian Suite, JIRA, Confluence and Service Desk
- Prior experience working with offshore and distributed teams
- Enjoy problem solving while learning, developing and applying new skills along the way
- A proven ability to learn new products, develop technical knowledge and