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Enterprise Customer Success Manager

Posted on Sep 22, 2021 by TripActions

Palo Alto, CA 94301
IT
Immediate Start
Annual Salary
Full-Time


Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
Work closely with your Account Executive counterpart to develop a joint success plan for your customers
Constantly assess health checks for your customers to drive satisfaction, adoption, retention, and reduce churn
Serve as the voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
Work closely with Product and Engineering on identification/tracking of enhancement requests
Handle escalations and work across teams to resolve issues
Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

What Were Looking For
3+ years of experience in Enterprise Customer Success Management
Travel industry background
Excellent project management and organizational skills in a high pressure environment, working with high value customers
Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
Attention to detail is a must
High energy, go-getter with fresh ideas who takes the initiative to get things done
Bachelor's degree preferred




Reference: 1328920691

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