Remote Senior Customer Success Manager

Summary

Join a rapidly growing analytics company as a Customer Success Manager (CSM) to drive adoption and customer success within a growing portfolio of top-tier customer accounts.

Requirements

• 5+ years in customer facing roles – Sales/Support/Services/Architecture, with at least 2-3 years of enterprise account management experience and at least 1+ year of technical account management
• Ability to handle escalation management
• Strong project management fundamentals
• Passionate about building customer success for the SuccessKPI “Brand”
• Being a change agent and solution maker
• DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers
• Hands-on experience with data warehousing ecosystems (e.g. Data sources / ETL / Data warehouse / Data marts). Understanding of different types of data schemas (OLTP vs. OLAP, snowflake, etc.)
• Hands-on experience with Data and Analytics tools such as Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL
• Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus
• Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure and Google Cloud
• Contact Center management familiarity and experience with IVR, ACD, agents and call queues

Responsibilities

• Understand how our customers want to use SuccessKPI and help make these aspirations a reality
• Be the customer companion on their journey through on-boarding, adoption and a lifetime of success
• Collaborate across SuccessKPI departments and customize the response to the needs of our customers
• Be a part of an Account team that manages enterprise accounts consisting of Fortune 10 and Fortune 50 companies and responsible for Annual Recurring Revenue of $2-5MM
• Become the primary point of contact for customers and the voice that communicates use case/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at SuccessKPI
• Manage updates in our customer relationship management tools
• Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance and work closely with support on other needs
• Understand the concepts and importance of identifying growth areas in existing customer base
• Help build expansion opportunities – passive selling
• Travel as needed to support Customer meetings, trainings, or other company meetings & business (required travel typically less than 20%)