Swoogo is hiring a
Enterprise Customer Success Manager (Technical)

Summary

Join Swoogo as an Enterprise Customer Success Manager to play a pivotal role in nurturing strong partnerships with our Enterprise customers, guiding them through the technical implementation, optimization, and expansion of the Swoogo platform.

Requirements

• A BA/BS Degree or equivalent
• 5+ years of pertinent work experience in areas like Customer Success, Event Technology, Technology Consulting, Technology Solutions Development, and Technical/Solutions Architecture
• Familiarity with JIRA; Expertise with Martech, particularly integrations with Salesforce, Marketo, Hubspot, Eloqua; Emphasis on Salesforce automation (SFA), Lead Management, and Marketing; Proficiency in marketing automation, lead scoring, lead nurturing, and campaign automation
• Proficiency in several of the following technologies: HTML, CSS, JavaScript; APIs, JSON, and HTTP Requests
• Various Authentication methods including OAuth and Basic Auth; Comprehension of UTM/URL parameters
• Familiarity with IT systems supporting end-to-end business processes throughout the customer's value chain
• Experience collaborating with extensive, intricate, distributed systems within enterprise-level organizations
• Significant experience with large-scale implementation of complex solution environments
• Capability to navigate and lead endeavors in managing intricate customer requests or projects involving multiple stakeholders and enterprise systems
• Demonstrated ability to communicate, present, and influence effectively at all levels of an organization, including executive and C-level stakeholders
• Strong aptitude for prioritization and multitasking, with the capacity to perform effectively under pressure
• Ability to comprehend technical concepts and translate them into business terminology, along with mapping business requirements to technical features
• In-depth understanding of diverse event marketing processes (Sales, Service, Marketing, Support), business applications, and automation

Responsibilities

• Foster connections with key stakeholders in both business and Events/Marketing departments, becoming an authority in the customer's implementation and comprehending their primary business objectives and priorities
• Guide customers in attaining their business goals by offering proactive recommendations that enhance their continuous usage of Swoogo
• Establish a reputation as a dependable advisor among business and technical decision-makers
• Recognize prospects within the customer's industry for leveraging the capabilities of the Swoogo platform and collaborate with the Account Management team for expansion possibilities
• Champion innovation and early adoption of platform features by collaborating closely with the Product team
• Identify suitable projects for guided Services, gather requirements, and serve as a bridge between the customer and the Services team
• Monitor Swoogo adoption and usage patterns, success plan adoption, and usage, providing direction during Quarterly Technical reviews
• Act as a proactive intermediary with the Support and Product teams to address product features and technical hurdles
• Proactively update customers about upcoming technological changes or potential disruptions to their service, offering mitigation strategies
• Communicate proactively in case of service degradation or disruption
• Participate in issue assessment and resolution, acting as a customer advocate and propelling business reliability and customer contentment
• Identify and collaborate with internal teams to mitigate risks linked to license renewals
• Conduct demonstrations to showcase existing yet untapped Swoogo capabilities
• Contribute to internal projects and initiatives, sharing knowledge and best practices with colleagues, and serving as a Subject Matter Expert (SME) for specific technical or procedural domains within the Swoogo team