Senior Customer Success Manager, Enterprise
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Job Description
Customer Success Manager responsible for deep client relationships and success with GPX software. Engaging enterprise clients in private markets to drive retention and growth.
Responsibilities:
- Develop deep relationships with your clients, including key business executives and power user advocates
- Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
- Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
- Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
- Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
- Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
- Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
- Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
- Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities
- Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers
- Meet with clients in person for high-impact activities, like annual business reviews and client events
Requirements:
- 8+ years of experience in a relevant client-facing role, client success preferred
- Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred
- Proven experience of translating business requirements into actionable success and delivery plans, including change management
- Experience building relationships with decision makers and influencers, including C-suite
- History of success tackling difficult client or company challenges with measurable results
- Strong client communication skills, both written and verbal
- Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels
- Has a history of managing large, complex clients, projects, and cross-functional teams
- Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
- Driven to take on new projects and identify new initiatives independently
- Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly
- Bachelor's degree or equivalent years of professional experience
- Open to traveling for client visits, user groups, and company events.
Benefits:
- Health, dental, and vision care for you and your family
- Life insurance
- Mental wellness coverage
- Fertility and growing family support
- Flex Time Off in addition to company paid holidays
- Paid family leave, medical leave, and bereavement leave policies
- Retirement saving plans
- Allowance to customize your work and technology setup at home
- Annual professional development stipend
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