As an Enterprise Customer Success Manager, you will own both Channel Partner and direct Customer relationships, and are responsible for driving a best-in-class customer journey from on-boarding to renewal for our largest Fortune 500 clients. An Enterprise Customer Success Manager is an experience-maker for our customers – passionate about consultative relationship management, empowering customers/partners on how to optimize their strategic portfolio of initiatives to drive critical business outcomes using all Tempo group applications across ecosystems.
- Minimum Qualification: Degree
- Experience Level: Senior level
- Experience Length: 7 years
What you'll do:
Help drive the development and implementation of our Enterprise GTM Customer and Channel Partner strategy, e.g. success plans, QBR’s, cross-selling, and renewal forecasting.
Create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input.
Establish business objectives and goals with Channel Partners and direct Customers in order to build measurable success plans, and set cadence of communication to deliver ROI and operational reviews.
Develop new and innovative ways to share relevant data and insights that’s impactful to Customers/Partners and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.
Drive greater customer engagement across complex, global accounts by applying data insights, product and industry expertise.
Support complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale.
Act as a change agent for internal (systems & process) and external (product & workflow) change management.
Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.
Evaluating the status of customers’ health and proposing holistic, multi-product solutions for different use cases.
Maintaining high levels of customer engagement and satisfaction within both product and Tempo communication which lead to account reference-ability, advocacy & loyalty.
Be the “voice of customer” and work with product management to translate business needs to product requirements and craft new solutions for customers.
Working closely with internal resources on escalation and resolution processes for critical customer issues.
Strengthening the customer-centric culture at Tempo.
7+ years experience in B2B SaaS within Customer Success, Account Management, and/or Management Consulting.
Experience overseeing 5M+ ARR book of business including direct responsibility for customer churn, product usage/utilization, renewal, health, and satisfaction.
Has managed enterprise requests for proposals (RFP) for 1000+ user accounts including working with direct sales and implementation teams
Experience managing both Channel Partner relationships and large global enterprise customers of 50K+ employee’s.
Has a consultative mindset that enables you to easily diagnose issues and prescribe solutions.
Is a self-motivated, data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption.
Has strong interpersonal skills and experience initiating and building strong relationships and trust throughout an organization including with Executive sponsors.
Loves teamwork and working as part of a strategic account team to build a world-class, enterprise-level global customer experience together.
Regular use of dashboards and reporting to manage performance against KPI goals
Has extensive experience with workforce planning and management systems such as Jira, Asana, Monday, and other productivity tools.
Has experience with Salesforce, Hubspot, and/or other CRM tools.
Prefers working in Agile environments with a good understanding of SaaS models.
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