Senior Customer Success Manager (CSM)
The Role:As a Senior Customer Success Manager, you will be responsible for driving the relationship with some of our largest customers. In this role, you will serve as a trusted advisor and partner, navigating the customer on their journey from onboarding to implementation through renewal and expansion. To succeed in this role, you must be able to expertly orchestrate across multiple stakeholders within the organization, recognize customer goals, and coordinate amongst a cross-functional group in accomplishing them.Responsibilities:
- Develop a deep understanding of customer needs/goals and work to ensure that our teams have a shared definition of success across multiple platforms.
- Leverage problem solving to help customers reach their business goals and maximize the value they receive.
- Deliver QBRs or MBRs that demonstrate key business objectives and support experience.
- Facilitate customer training on how to leverage key support applications and portals.
- Contribute to the development of the Customer Success organization by sharing processes, ideas, and highlighting historical best practices.
- Cultivate Internal and External customer relationships.
- Assist with recognizing key growth opportunities for customers.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- Additional duties as assigned
Qualifications:
- 5+ years of experience in customer success or account management
- Experience managing large accounts, with 5-figure+ contract MRR
- Advanced knowledge in a CRM (Salesforce) and other applications to manage your customer portfolio and their lifecycle management.
- Experience managing customer success for larger and more complex requirements.
- Excellent communication and interpersonal skills.
- Ability to manage multiple projects, activities, and tasks simultaneously.
- Ability to sustain business growth and profitability by maximizing value.
- Must be legally eligible to work in US without visa sponsorship
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
