Senior Customer Success Manager

Summary

Join Uptempo as a Diamond Customer Success Manager and play a pivotal role in ensuring the satisfaction and retention of our most valued enterprise clients. You will build strong relationships, acting as a trusted advisor and proactively identifying opportunities to expand partnerships. This involves deep understanding of Uptempo's solutions, consulting on best practices, and managing escalations. You will analyze customer data to drive improvements in product and processes, while collaborating with internal teams and external partners. The role requires expertise in customer success, marketing operations, and strong communication skills. Travel is expected at 25% of the time.

Requirements

• Must demonstrate working knowledge of information security, data privacy, and secure data handling processes and procedures
• Recommended at least 5 years expertise in running customer success for enterprise level customers, marketing SaaS experience a plus
• You understand software-as-a-service, marketing workflow, marketing technology, and are data savvy
• You understand how to identify and initial clarification of services and annual recurring revenue opportunities for sales team engagement
• You’ll also be confident in communicating with senior marketing executives in large enterprises about their marketing budgeting, planning, and ROI requirements
• You will be comfortable taking a consultative approach in advising our clients on best practices
• You work well independently in a casual yet fast-paced team environment
• You have an entrepreneurial mindset and will do what it takes to grow with our business, for the long run
• Typically, you will have held a position as a marketing consultant, escalation manager, customer advocate, customer care manager, customer experience manager or similar in a software company
• Experience in dealing with customers at senior management and technical level
• Understands the role and importance of the customer support organization and able to articulate its mission and value
• Understands the roles of and builds relationships with the internal team
• Outstanding communication skills, written and interpersonal
• Ability to understand and translate complex technical assessments into business language
• Understands how to navigate the internal hierarchy of a customer to arrive at a successful outcome
• Have previously led Customer management and process improvement projects with successful outcomes
• Sound, principled negotiation skills

Responsibilities

• Execute Diamond Program defined initiatives to give ‘white glove’ treatment to this customer segment
• Work in concert with other departments to prioritize, foster and improve relationships with customer executives and customer engagements with those departments
• Work in concert and prioritize engagements with the Global Customer Optimization organization to improve customer application optimization and value
• Work with Uptempo third party partners when applicable to deliver value and sold deliverables
• Develop strong relationships with our Diamond customers with the goal of maximizing the value they realize from Uptempo
• Conduct consultative regular onsite business reviews to identify opportunities for our clients to optimize their usage through best practice recommendations
• Consult on marketing operations best practices to improve customer maturity
• Identify and qualify opportunities for up-sell and cross-sell, working closely with sales to support a successful close
• Professionally manage customer and management escalations to a successful conclusion
• Problem solving to develop workarounds and solutions for unique use cases
• Act as an advocate for the customer with a view to driving improvements in process and products, external with the client and internal
• Analyze and action information from a variety of sources (including NPS surveys) to identify key leading indicators related product usage, customer satisfaction, and loyalty
• Use the results to understand, compare & benchmark, to drive departmental CSAT initiatives. This will apply to all direct & indirect channels of business
• Be an expert in Customer Satisfaction & Loyalty best practices, methodologies & industry trends
• Be an expert in our clients' business areas: marketing, marketing operations, budgeting and planning, MDF, ROI, multitouch attribution, performance management, etc
• Work with internal teams to identify and create new initiatives to improve customer satisfaction and loyalty
• On occasion, lead customer service projects in support of the full Customer base lifecycle
• Travel expectations - 25% of time

Preferred Qualifications

Recommended at least 5 years expertise in running customer success for enterprise level customers, marketing SaaS experience a plus