Customer Success Manager - Large Enterprise Accounts

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.

Requirements:

• 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.