About our Client: Our client is a high growth NYC Saas startup offering performance and engagement solutions that help companies maximize the value of their employees. They leverage employee and customer data to blend real-time performance management with personalized microlearning and advanced gamification, They are currently building out their NYC office and offer fantastic office culture, full benefits, matching 401k, and more. They are well funded and this is an great opportunity to get in early and make an impact!
Responsibilities:
- Develop and nurture strategic relationships with our most valuable customers. Become their trusted advisor & consultant.
- Create and accelerate customer’s growth plans for NA Customers
- Build and Manage our amazing US team of Customer Success Managers, Technical Account Managers and Support Specialist
- Work with the team and other teams in the organization in order to build the best Customer Success Center of Excellence. Manage and implement best practices to ensure informed decisions are being made
- Ensure a seamless experience through all phases of the customer relationship
- Collaborate with the product team’s overseas to make sure communication flow is effective
- Deeply understand customer goals and help them meet their objectives by providing strategic guidance on our platforms best practices, use cases and organizational workflow.
- Engage with key influencers and decision makers across different teams within the customers organization. Conduct business reviews and goal-setting meetings.
- Be an expert in offering, technologies and competitor offerings
How will you be measured?
- Renewals & Upsells
- Documented customer success stories/examples
- Platform adoption
- Customer Success team members are happy, learning, growing and advancing
Requirements:
- Experience building and managing a Customer Success Teams and Customer Success center of Excellence.
- Experience managing client relationships and ensure client satisfaction and retention from deployment phase and on to renewal and expansions
- Experience in a senior leadership role and with a SW business solutions
- Experience managing relationships with large Enterprises, Fortune 500 clients, Strategic Accounts and C-level Executive
- Prior history working for a SaaS company, large systems integration firm, or consultancy
- Proven ability to drive continuous value
- Project management – Ability to meet and keep track of tight deadlines with lots of moving parts, rally resources, appropriately set and manage expectations and still have presence of mind to have fun along the way.
- Amazing written and verbal communication skills and excellent presentation skills
- Detail-oriented and analytical
- Strong team player and self-starter
- Experience in a hyper growth, dynamic environment
- Excellent troubleshooting and time management skills for yourself and others
- Availability for some travel is required
Compensation: competitive base salary, bonus + options+ employee benefits