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2 weeks ago

Job Summary

As a CXM , you are responsible for driving adoption and retention across the largest cohort of customers in the EMEA region. You will enjoy finding innovative ways to help a large customer portfolio through innovative 1:1, 1:few, and 1:many engagements. You will have the opportunity to help some of the world’s most influential companies solve their toughest data problems at scale.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 5 years

Job Description/Requirements

Responsibilities

In this role, you’ll:

  • Own the ultimate success of our scaled customers in your assigned region, ensuring they realize the full value of the Segment platform
  • Achieve adoption and retention goals for your region, developing and running many:1 workshops, webinars, building short form video content and when required running interventions with key customers
  • Maximize onboarding, adoption, retention, risk, expansion and advocacy campaigns in your region by collaborating, complementing tech touch with strategic high touch interventions
  • Help ‘boost’ customers in your scaled portfolio to expand usage and receive a managed CSM
  • Understand the unique needs of your customer region, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement
  • Partner with the Sales and Renewals teams to advance account renewals and expansion
  • Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges
  • Partner with the Customer Success Programs Team to identify new ways to support customers at scale
  • Analyze your portfolio, identify risks and opportunities and prioritize for impact.
  • Communicate performance opportunities and technical overviews to coordinate solutions internally across engineering, marketing, product and support teams.
  • Become an expert on the Segment platform and integrations, while keeping up with industry trends in data and analytics. 


Required:

  • Ability to work EMEA time-zone
  • 5+ years of consultant, account management, customer success or sales experience
  • Experience managing customers across geographies
  • Proven track record of driving results for your customers and your company
  • Effective communicator in stressful situations. Self-motivated, empathetic to customer needs and improving customer relationships
  • Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
  • Technical and programming language experience (JS and Martech)

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