Senior Customer Success Manager

🕒 Julho 10

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ChurnZero

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2015

💼 Consultoria

📣 Marketing

☁️ SaaS

💰 $25.000.000 Series B em 2021-03

Consulting • Marketing • SaaS

ChurnZero é uma plataforma de software de sucesso do cliente que ajuda as empresas a melhorar o engajamento e a retenção de clientes por meio de insights orientados por IA. Oferece ferramentas para onboarding, adoção de produtos e insights de clientes, permitindo que as empresas reduzam as taxas de churn e aumentem o crescimento da receita. Com recursos como pontuação de saúde do cliente, mapeamento de jornadas e processos de engajamento automatizados, a ChurnZero capacita as organizações a entender melhor seus clientes e otimizar suas estratégias de sucesso.

Descrição

• Manage and grow relationships with a portfolio of large and complex accounts by acting as the customers strategic business advisor • Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey • Establish long-term relationships with executive sponsors, POCs and other key stakeholders to drive outcomes that contribute to mutual success • Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero • Build a strong pipeline of expansion opportunities by having value discussions within customers CX teams as well as other business units • Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership • Ensure customer satisfaction by proactively addressing any issues or concerns • Collaborate with sales and other teams to drive revenue growth • Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback • Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customers success • Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events

🎯 Requisitos

• Minimum of 7 years proven experience in customer success or account management • Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc) • Ability to use time productively and efficiently using the tools and resources available • Strong communication and negotiation skills • Ability to think strategically and identify revenue growth opportunities • Energetic and self-motivated; a team player who is also a proactive and creative problem solver • Ability to work independently and manage a large portfolio of large accounts • Bachelor's degree or equivalent experience in a related field