🐳Customer Success Manager

100% rev. 2024

Department: Customer Success

Reports to: Head of Client Services

Job Summary:

As the Customer Success Manager, you'll be elevated to a pivotal leadership role, steering our Enterprise and Strategic customer relationships to new heights. The Customer Success Manager oversees the Customer Success team while also spearheading strategic initiatives to align services within the team.

Drawing on your experience and tenure, your primary focus will be on identifying key stakeholders, ensuring account retention, and driving account growth. Utilizing your expert proficiency in the Kinetic Platform, along with your familiarity with prominent enterprise applications like ServiceNow, Salesforce, and BMC Remedy, you will establish consultative and advisory partnerships between clients and Kinetic Data. Your responsibilities will encompass enhancing overall account health, promoting product adoption, overseeing projects, and acting as the central conduit for ensuring our customers' ongoing success with Kinetic Data..

Duties/Responsibilities:

• Lead and mentor the Customer Success team, overseeing mentorship, training, performance management, and professional development.

• Shape the Customer Success vision by strategically aligning Training, Support, and Documentation efforts to enhance client value and satisfaction.

• Collaborate with cross-functional teams to design and implement innovative processes and solutions that enhance customer value throughout their lifecycle.

• Analyze and optimize the utilization of Kinetic products and services to achieve exceptional net promoter scores and long-term retention.

• Lead Customer Objective Reviews (CORs) with customers to facilitate meaningful discussions on account status and jointly create success-driven strategic plans.

• Leverage your deep familiarity with customer solutions to proactively propose action plans that address complex issues and offer tailored short-term solutions.

• Maintain a comprehensive understanding of Kinetic Data's development process and product roadmap to manage customer expectations and commitments effectively.

• Develop impactful relationships across different levels of the customer's organization.

• Demonstrate expertise in account details, including contracts, project statuses, support request progress, and sales funnel activities related to add-ons and renewals.

• Take a leadership role in addressing account escalations, collaboration with engineering, support, implementation partners, and the delivery team to achieve timely issue resolution.

• Document and manage a comprehensive account history, interactions, action plans, and other critical aspects of the client's use of Kinetic Data tools.

• Proactively engage in the review and renegotiation of financial agreements with customers, ensuring alignment with evolving needs and priorities.

• Other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills, allowing you to translate technical concepts into clear business language and articulate the business value effectively.

• Demonstrated expertise in customer relationship management, showcasing your ability to navigate and address customer concerns adeptly.

• Proven track record of nurturing strong and lasting customer relationships that drive loyalty, advocacy, and mutual success.

• Outstanding prioritization skills within customer portfolios, ensuring alignment with customer needs and strategic goals.

• Natural foresight to anticipate customer requirements and influence internal and external decision-makers toward optimal solutions.

• Creative problem-solving skills and the ability to quickly establish rapport.

• Rapid learning aptitude, enabling you to become proficient in new software and stay current with emerging Kinetic Platform features and competitive technologies.

• Project management skills and familiarity with project management tools.

• Proficiency in Google Suite or equivalent.

• Ability to work effectively in a fast-paced, high-growth, rapidly changing environment.

• Excellent time management skills with a proven ability to meet deadlines.

• Ability to shift from big picture, strategic thinking to tactical implementation.

About you:

• Your exceptional communication skills and proven track record of building robust customer relationships highlight your experience and tenure.

• Your ability to translate technical concepts into business language and address customer concerns positions you as a strong candidate.

• Thriving in dynamic environments, you excel in task prioritization and relationship-building.

• Your familiarity with Enterprise Software deployment and management, coupled with your customer-focused mindset, positions you as a driving force in customer success and loyalty.

Education and Experience:

• Bachelor's degree in a technical discipline or equivalent experience.

• Minimum of 3 years of progressive experience in Enterprise B2B Customer Success and/or Account Management, with a strong track record in a SaaS environment.

• Demonstrated experience in managing teams and fostering leadership skills, with a proven track record of effectively leading and motivating personnel towards achieving team goals.

• Extensive experience in using project management tools such as Monday.com or Jira, demonstrating your ability to orchestrate complex initiatives.

• Proven ability to excel in a fast-paced, high-growth, and rapidly changing business environment.

• In-depth understanding of the complex software procurement processes used by large enterprise organizations.

• Willingness and flexibility to travel as required for client visits and company events (up to 10%).