Senior Customer Success Manager
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Job Description
Senior Customer Success Manager enhancing customer relationships for third-party risk management at ProcessUnity. Driving customer satisfaction, adoption, and retention while collaborating cross-functionally.
Responsibilities:
- Develop and maintain long-term relationships with stakeholders in your account portfolio.
- Work with your account teams to plan and execute long term plans to facilitate retention and growth via product and new business unit expansion.
- Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customers' lifetime.
- Serve as product, company, and industry ambassador while educating prospects and customers on the ProcessUnity capabilities.
- Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals.
- Manage customer feedback and product needs by providing feature requests to internal partner teams.
- Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and customer goals are met.
- Evaluate and mitigate risk for each customer and proactively address any concerns to avoid lost business and ultimately drive retention.
- Identify and prioritize product updates that reflect customer requests, industry and competitor trends and report to key stakeholders.
- Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Drive renewal and revenue growth through increased product adoption and increased usage.
Requirements:
- Bachelor’s Degree, MBA or equivalent experience strongly preferred
- 6+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
- Understanding of Third-Party Risk strongly preferred
- Strong Project Management skills a must
- Understanding of Enterprise SaaS business motions and customer lifecycle
- Proven experience in building strong customer relationships at all levels of management and efficiently communicating internally/externally.
- Proven track record of meeting and exceeding targets
- Excellent written/verbal communication skills for technical and non-technical audiences.
- Ability to multi-task, prioritize and perform under pressure.
- Possesses top-notch organizational and analytical skills, especially with sales and CS industry leading CRM tools such as Salesforce and Gainsight.
- Self-motivated team member with high accountability for delivery and commitments.
- Able to be self-sufficient/motivated but can work as part of a team.
- Ability to travel as needed (up to 15%).
Benefits:
- Inclusive and equitable workplace
- Equal opportunity employer
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