Customer Success Manager, SaaS, Salesforce, Enterprise

Carrington Knight Associates
18 May 2017
16 Jun 2017
Contract Type
Full Time

Customer Success Manager, SaaS, Salesforce, Enterprise Software Solutions, London

The Customer Success Manager (CSM) will be responsible for working with our clients’ largest and most strategic customers across EMEA. In this senior level role you will 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 the business. Your focus will be to make every customer in your portfolio wildly successful resulting in long-term loyalty to the company.

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

Primary Responsibilities Include:

  • Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
  • Present the business value proposition and product features to audiences ranging from Sr. Executives to technical stakeholders
  • Ensure internal alignment on account strategy by partnering with the Sales Account Executive to develop and execute on account plans
  • Become an expert on the customer’s solution deployment and the go-to person for their strategic business direction
  • Educate customers on the value they can generate from the power of their solution
  • Continually assess, document, and analyze customer progress toward stated goals and results by helping define the appropriate KPIs and Adoption goals
  • Facilitate relationships across various customer teams, brands, and/or departments to further strengthen partnership
  • Ensure customers employ best practices and their solution is optimized for maximum value
  • Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
  • Present to customers product roadmaps with emphasis on features most relevant to the given customer
  • Gather customer product feedback and communicate with product management to shape product roadmap development
  • Become the customer’s Trusted Internal Advisor by helping them understand the product usage, adoption, value creation and benefits

Required Skills/Experience:

  • 8+ years experience implementing software applications and/or providing strategic advisory services and account management services
  • 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
  • Excellent organization, project management, time management, and communication skills
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Ability to lead cross function business and technical teams to provide timely issue resolution
  • Proven ability to build and sell business cases to customer teams
  • 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 the business serves its customer
  • Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred

    Preferred Knowledge, Skills, Abilities, and Background:
  • Experience working with/presenting to Sr. level executives
  • Extensive business process management experience and expertise - ideally in the areas of Quote to Cash or Contract Management
  • Proven track record of successfully managing customer relationships and results delivery
  • Working knowledge of one or more of the following business areas:
    • Quote to Cash Processes
    • Contract Management
  • Expert user of
  • Previous experience with a major systems integrator and/or an expertise software company preferred

This is a great opportunity and salary is dependent upon experience. Apply now for more details.