Our client is the world's leader in scheduling and workforce management software. In response to COVID-19, they have partnered with government bodies and healthcare organizations worldwide to bring the fight to COVID. They are driving the rollout of vaccine programs at scale internationally and playing our part in helping the world reopen on schedule.
The client is looking to hire a Senior Customer Success Manager to manage a set of strategic customers and be accountable for driving the adoption, engagement, renewal, and growth of the platform. The role engages deeply with our biggest customers to understand their use cases, pain points and drive business value outcomes while leveraging the platform. The position can be based remotely in the US and reports to the Regional Director of Customer Success, which is part of the Skedulo Customer Experience group.
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 customers’ overall objectives are being met and drive outcomes through the adoption of products and services.
- Establish and grow key relationships with executive sponsors and decision-makers across the 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 and seminars to maintain a deep understanding of the workforce management space.
- Prepare and execute jointly agreed customer success plans.
- Increase adoption and expand usage of the platform within each account identifying opportunities for cross-selling and up-selling.
- Introduce new product features and communicate best practices to customers.
- Assist with core product on-boarding process: have a strong knowledge of our product and customer journey while working with internal and external stakeholders.
- Collaborate with the Services Delivery project team during custom implementations.
- Build product champions and excellent Customer Advocates within each customer account.
- Collaborate with Marketing and PR teams on customer events, sales references, and success stories.
- Responsible for key customer success metrics, including customer adoption, expansion, renewal, churn, and satisfaction.
Requirements
Minimum Qualifications
- Must have 7+ years previous experience directly engaging and managing customer accounts and relationships
- Must possess strong attention to detail and ability to produce highly accurate analysis
- Must have excellent verbal, written, and interpersonal communication skills
- Must have extremely strong executive presentation skills and ability to demo solutions
Desired Skills and Experience:
- Business savvy; ability to translate business needs into product requirements
- Strong attention to detail and ability to produce highly accurate analysis
- Strong project management skills to manage customer issues and escalations
- Prior experience working with C-level executives
- Experience managing customers in a SaaS environment
- A proven ability to learn new products, develop technical knowledge, and apply new skills in a high paced environment
- A strong teamwork ethic is highly desired
- Enjoy problem-solving while learning, developing, and applying new skills along the way
- Beneficial to have good configuration knowledge of Salesforce
- Beneficial to have a working knowledge of the Atlassian Suite, JIRA, Confluence, and Service Desk
- Experience using Salesforce, Gainsight, and Zendesk is a plus
- Beneficial to have prior experience working with offshore and distributed teams
Additional Requirements
- This position will require no more than 20% travel from time to time as set forth by the Company.
- Must have a valid US work visa upon hire to be considered for this position.
- Must have reliable internet connection and an at-home workstation setup.
We encourage you to apply!
If you read through the requirements as a checklist and haven’t ticked every box, please don’t rule yourself out just yet. We’ve seen the research