Customer Success Manager
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Job Description
Dynamic Customer Success Manager ensuring clients derive maximum value from Zilliant's pricing SaaS solutions. Guiding customers through onboarding and driving renewals and expansions while advocating their business objectives.
Responsibilities:
- Build and manage strong relationships with customer executive stakeholders (up to C-level)
- Own overall customer health including contract renewal rate and gross revenue retention for your customers
- Assess customer health accurately, create and lead mitigation plans to improve customer health, and escalate for help needed as required
- Provide proactive engagement, both in-person and remotely, with assigned customers throughout their post-sale experience with Zilliant
- Create annual joint success plans with customers to outline their outcomes, objectives, metrics, and timelines; identify and remove any barriers to the customer’s success plan completion
- Plan, prep, and deliver quarterly business reviews with our customer executives and decisions makers
- Understand your customer’s operations, industry, and business strategy and advocate for the best way for Zilliant to support their business goals
- Develop expertise in Zilliant solutions, the business outcomes they facilitate, and the strategies and key capabilities customers must leverage to achieve those outcomes
- Conduct as needed workshops with customers to understand their current operations and recommend workflow, process, or adoption changes to maximize value from their Zilliant products
- Drive account expansion by identifying new opportunities and involving appropriate sales resources
Requirements:
- 3-5+ years of experience in customer success or account management, specifically managing and renewing enterprise-level accounts
- Strong relationship-building skills, including experience engaging with C-level executives
- A consultative approach with the ability to diagnose issues, uncover root causes, and provide strategic solutions
- Experience supporting multiple SaaS products within an account
- Excellent communication skills and a proactive approach to customer engagement
- Background in B2B manufacturing and distribution is a plus
- Experience with SAP ERP platforms or Salesforce Revenue Cloud is a plus
Benefits:
- Full benefits package including medical, dental, and 401k plans with a company match
- Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
- Monthly Zilliant Zen Days to rest and recharge
- Comprehensive parental leave to provide time to bond with new family members
- Volunteer Time Off (VTO) policy to give back and contribute to your local community
- Remote or Hybrid work schedule, depending on team and personal preferences
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