SuccessKPI is hiring a
Senior Customer Success Manager

Summary

The job description is for a Customer Success Manager position at SuccessKPI, a fast-growing analytics company offering remote work opportunities. The role requires 5+ years of customer-facing experience, with at least 2-3 years in enterprise account management and at least 1+ year of technical account management. The candidate will be responsible for understanding customer needs, collaborating with different departments, managing enterprise accounts, and acting as the primary point of contact for customers.

Requirements

• Ability to help customers overcome technical and training hurdles while expanding their use of the platform
• 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

Benefits

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space
• Opportunity for career development and growth opportunities as we grow and scale
• Opportunity to build industry relationships and work alongside seasoned industry experts
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!