Large/Major Customer Success Manager

Eagle Point Software Corporation•Dubuque, IA

12d

About The Position

The primary role of the Large/Major Customer Success Manager is to provide a proactive, real-time approach consisting of building relationships with existing large and major customers, having an in-depth understanding of their company and product goals, and helping the customer meet those goals through ongoing engagement. It is crucial for the Large/Major Customer Success Manager to thoroughly understand their customer and be their advocate throughout their entire customer journey.

Requirements

Relevant bachelor's degree; preference for Business, Organizational Development, or related degree
2-3 years of Customer Success Management or customer facing related experience
Ability to manage multiple Large/Major customers simultaneously
Proven ability to influence others and lead customer engagements
Ability to develop relationships across a large/major organization
Proven ability to assist in the development of value-driven goals
Ability to perform ongoing analysis of customer engagement and take the necessary measures to increase product usage, adoption, and expansion
Excellent communication, listening and presentation skills
Ability to multi-task, prioritize and manage time effectively
Strong communication skills including the ability to work with all levels of a large/major organization
Flexible Hours –expect calls and remote meetings early mornings and/or late evenings
Travel

Responsibilities

Understand, define, and document the Large/Major customer organizational structure
Develop strategic relationships with key personas across the Large/Major customer organizational structure
Define and prioritize detailed value-driven goals and outcomes for multiple organizational units within a single customer
Serve as the lead advisor for customer interactions throughout the lifecycle of the subscription
Develop, track and report key client health score progress metrics, including leading business reviews
Assist customers in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences
Prioritize and escalate issues to mitigate risk, keeping key stakeholders informed of progress
Ensure ongoing success of customers by re-evaluating client needs and establishing success plans, ongoing goals and outcomes
Maintain focus on providing value and customer ROI throughout the life of the subscription
Ensure customer satisfaction through responsive follow-up and thorough communication
Coordinate and align priorities with partners when working with a mutual customer
Determine and define project scope and objectives
Provide demonstrations of the software
Develop and maintain Customer Success best practices, influencing changing practices based on experience and successes
Learn and leverage new product functionality with customers to continue to grow engagement and value