Enterprise Customer Success Manager

Swooped; United States; On-site; USD 122,000 - 160,000; Full time

Job summary

A technology leader is seeking an experienced Enterprise Customer Success Manager to ensure customer success with their Intelligent Automation Platform. In this role, you will be the advocate for enterprise customers, building strong relationships and driving adoption across their organizations while managing all aspects of customer engagement. If you have a background in consulting or technical account management and a passion for delivering exceptional customer experiences, we look forward to your application!

Qualifications

• 7+ years of experience in consulting, customer success, or account management.
• Experience managing enterprise accounts with ARR from ~$200k to multi-million.
• Strong presentation skills to engage technical and business stakeholders.

Responsibilities

• Own a portfolio of enterprise customer accounts and ensure value realization.
• Develop strategic relationships with customer executives to align with business objectives.
• Serve as the primary point of escalation for customer issues and drive resolution.

Skills

Customer empathy

Analytical thinking

Strong communication skills

Project management

Problem-solving

Education

BS or equivalent education

Job description

1 day ago Be among the first 25 applicants

The company transforms technology complexity into business opportunity. As a leader in enterprise orchestration, the company helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, the company empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn more at [company website].

Why join the team?

Ultimately, the company believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. They are driven by innovation and looking for team players who want to actively build the company.

The company also believes in balancing productivity with self-care. That’s why they offer all of their employees a vibrant and dynamic work environment [along with a multitude of benefits](company careers page) they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. They look forward to getting to know you!

Responsibilities

Our client is growing their Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager. In this role, you will work with Enterprise customers and ensure their success via the rapid adoption of the Intelligent Automation Platform. As an Enterprise Customer Success Manager, you will play an integral role in the business as a trusted customer advisor and serve as the customer advocate liaison between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, and Marketing, among others.

In this role, you will also be responsible to:

• Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the platform, increasing adoption across a variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction
• Develop a strong command of the company's unique value propositions, the business value key capabilities drive, the approach to Enterprise Automation, customer use cases/success stories, and best practices. Leverage the aforementioned knowledge and technical product expertise to guide the customer on their Enterprise Automation journey.
• Develop and maintain strategic business relationships with enterprise customers to drive adoption, assess and evangelize value received, and assist in revenue expansion. Establish regular touchpoints with the assigned customers per established practices to review progress against strategic business and technical product objectives
• Develop and maintain engagement with senior customer executives to understand their strategic objectives and position the company for their transformation initiatives, including delivering Customer Objectives reviews, Executive Business reviews, etc.
• Develop a deep understanding of a customer's business, use cases, and desired outcomes to guide them to achieve these via the company’s product and services. Develop and drive programs to increase usage of the product within the current (landed) group and expand usage to other business groups/functions
• Create customer assets, including a Joint Success Plan, to be leveraged by sponsors, outlining progress with the product mapped to their business initiatives, value, deployment plans, etc.
• Monitor customers' achievement of desired outcomes and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
• Serve as the primary point of escalation when customer issues arise and effectively prioritize/orchestrate resolution of customer requests or issues
• Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth
• Professionally manage your book of business and provide periodic and accurate reporting, develop growth and risk mitigation plans, following playbooks, best practices, and documentation requirements
• Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

Qualifications / Experience / Technical Skills

• BS or equivalent education
• 7+ years of professional experience in consulting, customer success, client relationship, or technical account management roles with a demonstrated track record of increasing adoption, revenue retention, and customer satisfaction. Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million ARR across the Forbes Global 2000 companies
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
• Experience in Integration and/or business automation. Awareness of processes and roles in these domains would be a plus: People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
• Preference will be given to candidates who:
• Have prior experience as an Account Manager, Senior Member of SI/consulting firms, or CSM in hyper-growth horizontal SaaS/iPaaS companies preferred
• Have prior experience in leading/driving/consulting in Digital Transformation initiatives
• Are in US/Canada Central or East Time Zones -or-
• Are within driving distance of United States office locations:

Soft Skills / Personal Characteristics

• Ability to develop an understanding of large complex businesses with many stakeholders
• Comfortable operating with revenue targets
• Strong sense of customer empathy and customer-centricity
• Grit and resilience to manage occasional tough & complex situations
• Excellent interpersonal and communication skills
• Strong problem-solving and analytical thinking
• Project management and storytelling skills
• Entrepreneurial drive and comfort working in ambiguous, quickly changing environments
• A passion for and belief in the power of automation to drive business value
• Project management and storytelling skills
• Have a keen intellectual curiosity, a detailed orientation approach, and possess analytical abilities
• Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customers
• Be a self-motivated team player who loves to drive Impact beyond current role
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

Salary Range

For New York City applicants, the pay for this role may range between $122,000 - $160,000 plus variable, benefits, perks and equity.

Note

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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