We are seeking a Senior Customer Success Manager to work proactively with a portfolio of our largest Enterprise customers. The ideal candidate will have experience working with high visibility accounts in the Automotive industry and be able to build strong relationships with both the Enterprise Sales and Technical Services teams.
Requirements
- Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team.
- Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our CAD, ALM and PLM products as a unified "Account Team" that supports and manages each customer.
- Develops tactical Account Plans collaboratively with the "Account Team".
- Manages all customer projects, including more complex implementations.
- Navigates customer's organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers.
- Responsible for risk identification, escalation, and mitigation planning & execution.
- Leads weekly/monthly/quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems.
- Develops excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction.
- Facilitates customer relationship through calls and on-site visits.
- Instills a level of enthusiasm within the customer that leads to being an advocate of CAD, ALM and PLM through referrals, case studies, customer spotlights, etc.
- Closes the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout CAD, ALM and PLM.
- Effectively navigates internally and cross-functionally to ensure both customer needs and business needs are met.
- Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these.
- Meets or exceeds KPIs and goals, as set by Customer Success leadership.
Benefits
- Medical, dental and vision insurance
- Paid time off and sick leave policies
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- Generous commuter subsidy
