Enterprise Customer Success Manager
Posted Updated
Description
- Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
- Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
- Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Work closely with your Account Executive counterpart to develop a joint success plan for your customers
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
- Work closely with Product and Engineering on identification/tracking of enhancement requests
- Handle escalations and work across teams to resolve issues
- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform
Benefits
- Parental leave
- Commuter benefits
- Healthcare
- Flexible Vacation
- Health and Wellness
- Fuel for Connection
- Pet Friendly
- IATAN (travel-related discounts)
- 401k (retirement plan)
- Connectivity Allowance
- Learning & Development
- Bachelor’s degree preferred or similar working experience
- Experience in the Travel or Expense management industries is a must
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Attention to detail is a must
- High energy, go-getter with fresh ideas who takes the initiative to get things done
- Fluent in English
- Excellent project management and organizational skills in a high pressure environment, working with high value customers
- 5+ years of experience in Enterprise Customer Success Management