Sr. Customer Success Manager/Sr. Account Manager

Sr. Customer Success Manager/Sr. Account Manager

Requirements

• 8+ years in an enterprise customer success, consulting, or digital transformation role.
• Strong preference for background in at least one of the following areas: Data infrastructure or analytics, Consumer brands, Personalization, paid media, lifecycle marketing etc.
• Proven track record of supporting large organizations, including Fortune 100 companies.
• Demonstrated ability to influence decision-makers through informed, enthusiastic advocacy for a course of action that aligns with customer goals.
• A strategic mindset with a passion for consultative roles and providing tailored solutions to meet customer needs.
• Thrive in ambiguous environments, identify problems and drive clarity toward successful outcomes.
• Exceptional presentation and storytelling skills and ability to explain complex concepts simply.
• Collaborative team player with a strong ability to rally and work cross-functionally with internal teams.
• Practitioner-level knowledge of martech tools, landscape and workflows.

Responsibilities

• Develop a customer-centric quarterly value roadmap based on the annual strategic direction defined by the Account Executive, establishing clear milestones and mutual expectations.
• Proactively communicate progress and identify risks, being assertive in bringing the right partners, internal and external, to the table.
• Actively participate in the solutioning against customer use cases and goals.
• Drive Monthly Business Reviews (MBRs) and Executive Business Reviews (EBRs), collaborating with your Account Executive and Services teams to execute.
• Collaborate with the BVS team (Business Value Services) to ensure the value roadmap drives savings and revenue for the customer, and deliver ROI reporting to the customer.
• Present new use cases and platform capabilities to customers that enhance their ability to execute on their value roadmap.
• Engage with late-stage prospects to set expectations and ensure a smooth transition to the post sales team.
• Provide input on the MVP milestones defined during the sales cycle.
• Build and maintain strong relationships with key customer stakeholders, especially in the face of internal or external changes.
• Celebrate value unlocks within customer accounts, including organizing internal roadshows, creating engaging videos, and delivering personalized notes to reinforce positive results.
• Regularly connect with other vendors and partners within the customer ecosystem to ensure that the end-to-end value chain is working.
• Connect customers to other customers for value-add conversations.
• Identify opportunities for upsell, cross-sell, and new use cases, and collaborate with Account Executives on the best approach to capture them.
• Surface competitive threats to the Account Executives and align on a strategy for tackling them.
• Surface themes within the customer base (problems, solutions, ecosystem, adoption blockers) to product marketing and product management.

Preferred Qualifications

No preferred qualifications provided.