We are looking for an Enterprise Customer Success Manager, a pivotal role responsible for building strong relationships with the company's enterprise-level clients, ensuring their satisfaction, and driving their success with the company's products. This role involves strategic thinking, collaboration, and a deep understanding of the clients' business goals and needs to maximize their value and achieve mutual success.
- Serve as the primary point of contact and build strong relationships with key stakeholders within enterprise-level client organizations.
- Understand the clients' business objectives, challenges, and opportunities to tailor solutions that address their specific needs.
- Develop and execute strategic success plans for each enterprise client, outlining goals, milestones, and actions to drive value and achieve success.
- Collaborate with clients to align their objectives with the company's products.
- Develop a deep understanding of the company's products and effectively communicate their value propositions to clients.
- Provide guidance and recommendations on how clients can best leverage the products to achieve their goals.
- Anticipate clients' needs and potential challenges, offering proactive support and solutions to ensure a seamless experience.
- Address any issues or concerns promptly, coordinating with internal teams to provide timely resolutions.
- Work closely with the sales team to identify opportunities for contract renewals and upselling additional products or services.
- Lead client onboarding processes, ensuring smooth implementation, and training on product usage.
- Provide ongoing training and resources to help clients maximize their utilization of the products.
- Act as the voice of the customer within the company, providing feedback and insights to internal teams for continuous improvement.
Skills & Experience Required:
- Bachelor’s degree in business, Marketing, or a related field.
- 3 – 5 proven years of experience in customer success or account management, particularly with enterprise-level clients.
- Strong understanding of SaaS products or services and their application to clients' business objectives.
- Excellent interpersonal and communication skills, both written and verbal.
- Strategic thinking and the ability to develop and execute client success plans.
- Data-driven mindset with the ability to analyze and interpret usage data to drive decisions.
- Exceptional problem-solving skills and the ability to navigate complex client situations.
- Relationship-building skills with a focus on customer satisfaction and retention.
- Collaborative attitude and the ability to work effectively with cross-functional teams.
- Experience in negotiating and managing contract renewals and upselling opportunities.
Benefits & Perks:
- Work with a world class team.
- Social and medical insurance.
- Build a global product.
- Ability to grow and advance your career.
- Flexible working hours.
- Competitive package.
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