Strategic Customer Success Manager

Livestorm

Customer Service & Support

IT & Telecoms Confidential
1 month ago

Job Summary

As we continue to establish ourselves as a market leader in the video communication market and building long term partnerships with our clients , we are looking to expand our team and bring on an experienced customer success professional who will be in charge of onboarding, retaining and nurturing our customer portfolio. We work alongside the Account Management team to drive adoption and user engagement and account growth You will report to our Head of customer success, and will closely collaborate with all our teams (Marketing, Sales, Customer Care, Product and Finance) to drive maximum value and success with existing customers.

  • Minimum Qualification:Degree
  • Experience Level:Management level
  • Experience Length:6 years

Job Description/Requirements

Responsibilities:

Relationship Building

  • Build relationships with Livestorm's largest customers ensuring revenue growth and customer retention
  • Be the point of contact and trusted partner for the clients and c level decision-makers
  • Identify and create relationships with key stakeholders in each region and business unit
  • Leverage regional CSM to build relationships in each region and business unit

Account planning

Develop strategic account plans in partnership with the AM to define the Retention strategy, Integration strategy and advise on opportunities for upsell, cross-sell, expansion to new business units and new regions, and achieve business goals

Customer success

  • Coordinate multi-functional deployments and rollouts with the client and internal stakeholders
  • Be in charge of customer onboarding and ensure product adoption
  • Improve customer retention, ensure customer renewal and reduce churn
  • Conduct regular quarterly or executive business reviews with clients to build long-term partnerships
  • Own your portfolio and use a data-driven approach to forecast and execute your account plan strategies
  • Partner with the Customer Care teams to ensure an exceptional customer experience for top Tier accounts (VIP ++)
  • Partner with the product team to provide detailed and actionable feedback to the team
  • Work with the department head to execute and improve the success strategy of this top tier accounts

Job Requirements:For this Customer Success role, we are looking for someone with the following experience:

  • 6-8 years of experience in Customer Success, Consulting or any other client-facing role
  • Fluent, ideally native in English and French (written and spoken)
  • Experience in SaaS/tech industry
  • Proven track record in managing large enterprise deals
  • Manages book of named strategic accounts in full autonomy
  • Willing to get your hands dirty and dig into the details
  • Excellent organizational and communication skills
  • Experience with a technical product or with webinars is a big plus
  • Excellent customer service and problem-solving skills
  • Flexible and agile in adapting to quick changes in a startup environment
  • The ability to work individually and collaborate within a team environment to achieve set goals: you are a team-player
  • Exceptional verbal and written communications skills
  • Exceptional client expectations management skills
  • Love putting the customer at the center of your day
  • Your key assets: Self-motivation, Strong work ethic, and Ownership

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