Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager developing customer relationships and ensuring satisfaction with Criteria's platform. Drive customer retention and value maximization for enterprise clients in Australia.
Responsibilities:
- Ensure that Enterprise customers derive maximum value from their subscription investment.
- Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives.
- Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction.
- Understand Criteria’s strategic and competitive position and be an effective advocate for our product.
- Identify, analyze, and remove roadblocks to growth to ensure customer success.
- Develop success plans for each client.
- Rapidly and efficiently respond to incoming customer support calls and emails.
- Provide web-based training and product implementation support.
- Proactively manage all customer requests to satisfactory conclusion.
- Document all customer interactions in our CRM software.
- Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team.
Requirements:
- High school diploma or equivalent, required.
- Bachelor’s degree, preferred.
- Previous related experience (in any of the following fields: recruitment, talent acquisition, customer success, account management, customer service, SaaS training or technical support).
- Solid business acumen, and experience with SaaS model, preferred.
- Strong verbal and written communication skills.
- Exceptional interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Solid organizational skills, follow-through, and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proven ability to prioritize tasks and to delegate them when appropriate.
- Knowledge and understanding of web-based technologies, curiosity, and enthusiasm.
- Proficient with Microsoft Office Suite or related software.
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