Customer Success Manager - Enterprise - 100% Remote USA Citizens
Bigtincan, United States

Requirements

• Be passionate about customer success and establish yourself as a trusted advisor for customers
• Onboard new clients, so they are set up for success, continually provide proactive strategic advice and guidance, respond to client questions in a timely manner, and provide Bigtincan best practices to ensure clients are achieving their business goals.
• Act as a consultant, drawing upon past and peripheral experiences, while delivering, developing, and sharing industry best practices.
• Monitor customer health, engagement and overall product utilization and work across teams to develop methods to increase customer health.
• Keep customers up to date on product releases and new features.
• Support business review meetings and provide ideas that will lead to optimization, increased value, growth, renewal and advocacy.
• Identify products and services to grow existing accounts and work with Account Managers to introduce the opportunity to upsell/cross-sell.
• Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
• Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
• Project manage support challenges between customer and support to ensure resolution of trouble tickets.
• Assist in the development of best practices and help maintain clear documentation for all internal processes and customer training.
• Maintain SFDC Opportunity/Account records amp; attach relevant documents.
• Travel as needed for customer meetings and conferences.

• 3+ years of SaaS account management, onboarding, or customer success experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• Experience explaining how to reach key goals using software with end users
• A track record for creative problem solving for customers and end users.
• Experience in advising customers on marketing, training and sales enablement strategy.
• Experience handling support escalations
• Thrives in startup environment amp; working remote
• Excellent organizational and project management skills.
• Excellent communication skills via phone, video conference and email.
• Curious and eager to learn. Able to adapt in a quickly changing environment
• Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
• Track record managing customer relationships through Salesforce or similar CRMs
• Experience using sales enablement and LMS software is a plus.

Job Rewards and Benefits