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Senior Customer Success Manager

Company: Inc.
Location: Austin
Posted on: May 14, 2022

Job Description: accelerates enterprise growth through the power of AI. With the industry's only -Revenue Intelligence System , frees all customer-facing teams, including -sales , -marketing , and -customer success , from manual data entry by automatically capturing all contact and customer activity data, dynamically updating CRM and other systems of record, and providing actionable intelligence across management tools to realize the full selling capacity of the enterprise. Some of the world's best brands are leveraging to transform their business, including Lyft, New Relic, Okta, Tanium, and Zoom. At, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness and critical thinking to activities that matter most in their professional life, the more effective a professional they become. We're developing a deep understanding of the professional world, mapping people, companies, and the information that flows between them through natural language processing and machine learning. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving enterprise growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own. - The Customer Success Manager acts as a trusted advisor to our customers' Sales, Marketing, and Operations leaders to help them achieve their goals and transform their organizations using . Responsibilities

  • Build and deliver upon mutually agreed upon success plans with buy-in from customer's sales, marketing, and operational leadership.
  • Act as an advisor to customers on the technical workings of , data architecture, and how to integrate into their sales/marketing stack.
  • Deliver impactful insights that enable operational cadences to improve efficiency, productivity, and/or growth for each customer.
  • Coordinate and deliver Executive Business Reviews to all customers on a semi-annual cadence with highly engaged stakeholders.
  • Develop champions for each persona at each customer.
  • Support marketing by delivering customer stories and references for each customer he/she owns.
  • Help develop the customer engagement playbook across the customer lifecycle, from kick-off to EBRs, enablement, and renewal/upsell/cross-sell. Requirements
    • Experience in change management and business process optimization within large customers/clients.
    • Excellent storytelling communication in multiple formats (verbal, written, and visual)
    • Has the ability to engage C-levels and analysts in a single meeting.
    • Possesses analytical chops and is tech-savvy
    • Has the ability to absorb a customers tech stack/operational workflow to identify gaps/opportunities for improvement
    • Has built processes from the ground up in a high-growth environment.
    • Able to demonstrate a record of building strong customer relationships and growing revenue.
    • Experience working closely with product and engineering teams to identify and document the right product enhancements.
    • Strong task manager who can juggle multiple projects and conflicting priorities.
    • Team player who collaborates well with others.
    • Believes deeply that customer success is about building strong relationships, managing expectations, and over-delivering before the deadline. Founded in 2016 and based in San Francisco, the company is backed by ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Y Combinator and others. In 2019, was recognized as a winner of the 2019 Bay Area Best Places To Work , an awards program presented by the San Francisco Business Times and the Silicon Valley Business Journal.

Keywords: Inc., Austin , Senior Customer Success Manager, Executive , Austin, Texas

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