Enterprise Customer Success Manager (AEC)

Unanet, Inc.; Butlerville (IN); On-site; USD 90,000 - 140,000; Full time

Job summary

Unanet, Inc. is seeking an Enterprise Customer Success Manager to own the relationship with our most strategic customers, driving adoption, retention, expansion and net revenue retention at the executive level.

You will lead strategic programs, manage expectations, identify new revenue opportunities and coordinate with cross-functional teams to ensure customers achieve their goals and realize maximum value.

Qualifications

• Experience managing enterprise relationships across executives and key stakeholders.
• Strong negotiation and consultative selling skills.
• Ability to identify customer needs and deliver measurable value.

Responsibilities

• Manage our most strategic and complex accounts and drive upsell/expansion revenue.
• Understand customer status, business conditions and requirements across teams.
• Develop strategic programs and plan for client success with internal/external communication.
• Forecast at-risk customers and define retention strategies.
• Coordinate with cross-functional teams to support customer requests.
• Provide updates, reports, and best practices to maximize value.

Skills

Enterprise account management

Negotiation

Consultative selling

Stakeholder management

Revenue growth

Job description

As an Enterprise Customer Success Manager, you will own the relationship with a book of business containing our most strategic customers, and you will be responsible for adoption, retention, expansion and driving NRR within your book of business. Our ideal candidate will possess strong negotiation and consultative selling skills as well as experience in identifying customer needs, delivering value and managing enterprise relationships across many different stakeholders, including executives.

What You’ll Do

• Manage our most strategic and complex accounts by building and maintaining strong and lasting relationships with decision makers and key stakeholders within client organizations while achieving upsell and expansion revenue targets through the use of consultative selling techniques


• Maintain a thorough understanding of customer status, satisfaction, business condition, business projections, business requirements, personnel and leadership changes, system configuration, partner relationships, etc.


• Investigate account’s organizational landscape and build relationships that expand our footprint and drive revenue


• Lead strategic program development to plan for clients’ success, including project plan development and communication internally and externally on progress


• Manage client expectations, assessing needs and determining levels of adoption of the Unanet platform across client project teams


• Identify new revenue opportunities and drive increased engagement for new and existing clients


• Provide best practices, coaching and training to customers to help them maximize value of working with Unanet


• Leverage domain and product knowledge to drive adoption and expansion opportunities


• Forecast and communicate at-risk customers and define retention strategies


• Prioritize customer requests to maintain a high degree of confidence and trust


• Coordinate and manage commitments cross-functionally, leveraging subject matter experts to support customer requests


• Provide updates and follow-ups to customers on outstanding issues, requests, and escalations


• Coordinate regular account reviews, gathering and presenting status of customer goals, issues, and roadmap requests; produce reports that include data supporting the value delivered through utilization


• Document and drive success plans for each customer


• Create advocates by ensuring customers achieve goals identified in success plans


• Develop creative solutions to support complex customer requirements


• Effectively multitask and manage multiple priorities simultaneously


• Mentor newer team members helping to drive a customer-centric attitude in the Customer Success team and the wider organization


• Handle complex requests and nuanced situations with extreme professionalism, quick execution, and a sense of urgency to uphold our reputation for excellent customer service

Your First 90 Days

First 30 Days: Immerse yourself in our Customer Success methodologies, product offerings, and internal processes. Build strong relationships with cross-functional stakeholders and begin engaging with the customers within your assigned book of business.

Gain familiarity with Unanet’s customer health metrics, and complete the Customer Success onboarding program. Within 60 Days: Establish relationships within your book of business and understand key customer success metrics. Proactively assess customer health, identify initial expansion opportunities, and begin building strategic account plans. Within 90 Days: Confidently lead customer calls, facilitating value-based discussions and presenting actionable insights. Proactively manage at-risk customers, identify upsell opportunities, and ensure customers are progressing toward desired outcomes with strategic account plans in place.