Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager at Keelvar focusing on high-touch enterprise accounts. Collaborating with customers to drive product adoption and satisfaction in strategic sourcing.
Responsibilities:
- The Enterprise CSM will focus on high-touch and high-value enterprise accounts getting to know our customers and develop key relationships with them.
- Lead the discussion, definition and implementation of enterprise success plans.
- Identify areas of improvement with all customers and putting measures in place to increase satisfaction.
- Link the value of Keelvar with customer business objectives and value-based outcomes.
- Demonstrate understanding of the customer - their business, opportunities, challenges, goals, and overall data maturity.
- Engage executive and SLT sponsors proactively in your account.
- Building and maintaining relationships with key enterprise stakeholders, understanding their business needs and objectives and considering expansion opportunities.
- Drive the onboarding and change management process for our customers and work on increasing the global adoption of our products and services.
- Act as our customers' first point of contact and be an advocate for their needs.
- Work to mitigate churn and drive engagement and renewals.
- Mentor the CSM team.
- Be a Keelvar expert and be able to answer any questions about our products.
- Conduct training sessions and short demonstrations.
- Collaborate closely with the Sales and Marketing teams to drive growth.
- Work closely with the Product and Engineering teams to share customer insights that inform future product developments.
Requirements:
- A minimum of 5+ years in a similar role, ideally with enterprise customers.
- Experience in working in a project management, sourcing, procurement or tendering role with a strong knowledge and understanding of procurement processes and methods.
- Excellent communication skills with the ability to build and maintain strong working relationships with customers, having a positive, customer first attitude with a desire to help them reach their goals.
- Strong analytical skills, with the ability to translate data into insights.
- Experience with Excel is preferred.
Benefits:
- Competitive salary with a Series B backed, fast growing organisation.
- 401k - 100% match up to 5%.
- Medical, dental & vision insurance.
- 25 days PTO increasing to 26 after 3 years and increasing to 27 after 5 years.
- Plus a day off for your birthday.
- Flexible working hours with a positive approach to work - life balance.
- An inclusive, collaborative, innovative culture.
- Generous leave offerings including 2 CSR days.
- Technology that enables you to perform to your best
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