Senior Success Account Manager

Responsibilities: 

• Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals. 
• Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success. 
• Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process. 
• Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates. 
• Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups’. 
• Establish relationships with key customer stakeholders to drive further product adoption. 
• Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model. 
• Work cross functionally with consulting services and sales to ensure seamless onboarding. 
• Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment. 

Qualifications: 

• 8+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions. 
• Demonstrate executive presence and a desire to work with internal and external executive contacts.
• Experience managing support representatives in a call center directly or delivering software solutions to call center customers. 
• Natural proactive nature who approaches all situations with an empathetic and patient manner. 
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment. 
• Strong technical skills that allow for an ease when guiding customers through technical processes. 
• Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of solutions within customer environment. 
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred. 
• Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
• Experience in Telecommunications industry preferred 

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