Customer Success Manager, Strategic (San Francisco Bay area)

About the Job

Reporting to the Senior Director of Customer Success, the Strategic Customer Success Manager works with large Enterprise customers. We are looking for an experience CSM who can commute to customers in the San Francisco Bay area (San Mateo, Palo Alto, Sunnyvale, Cupertino, San Jose).

In this role, you maintain a high level of customer satisfaction by building long-term strategic relationships with our customers and ensuring they realize full value from their investment with Our Client. Your focus is to make every customer in your portfolio wildly successful, resulting in long-term loyalty to Our Client.

A significant part of your role is to serve as a customer advocate, often functioning as a liaison between our customers and all internal Our Client teams (e.g. Professional Services, Customer Support, Product Development, etc). You ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the Our Client organization.

Essential Duties and Responsibilities

• Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
• Present the Our Client value proposition and product features to audiences ranging from Sr. Executives to technical stakeholders
• Be an expert on the customer's Our Client deployment and the go-to person for their strategic business direction
• Educate customers on the value they can generate from the power of their Our Client solution
• Continually assess, document, and analyze customer progress toward stated goals and results
• Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Our Client's partnership
• Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
• Ensure customers employ best practices and their Our Client solution is optimized for maximum value
• Present Our Client's product roadmaps with emphasis on features most relevant to each customer
• Gather customer product feedback and communicate with product management to shape product roadmap development

Requirements

Preferred Knowledge, Skills, Abilities, and Background

• 6+ years' experience implementing software applications and/or providing strategic advisory services and account management services
• Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
• Excellent organization, project management, time management, and communication skills
• Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to lead cross-functional business and technical teams to provide timely issue resolution
• Strong understanding of business processes and their implementation into enterprise applications
• Willingness to 'roll up one's sleeves' and assist wherever needed
• Team player who will innovate to continue improving the way Our Client serves its customer
• Bachelor's degree or equivalent experience in computer science, business, or related field (Masters preferred)
• Ability to travel up to 40% of the time

Preferred Knowledge, Skills, Abilities, and Background
• Experience presenting to senior-level executives
• Extensive business process management experience and expertise
• Experience with cloud-based/SaaS solution offerings
• Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
• Ability to quickly grasp and distinctly explain technological and business concepts ideally around marketing and/or PMOs
• Ability to lead cross function business and technical teams to provide timely issue resolution
• Proven track record of successfully managing customer relationships and results delivery
• Demonstrated Customer Success experience driving solution adoption and value
• Previous experience with a major systems integrator and/or an expertise software company preferred