Enterprise Customer Success Manager - High Touch (Eng, Sp, Por)

December 1, 2023

Incode Technologies

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Powering a world of trust

Mobile Security • KYC • AML • B2B • Identity Management

51 - 200

💰 $220M Series B on 2021-12

Description

• Manage all stages of customer relationships: Implementation (it’s all about project management) • Building amazing client relationships by providing exceptional service • Insight presentations (data analysis and interpretation) for clients and their executive teams • Continuously improve delivery methodology programs • Manage any key issues and risks • Provide expert knowledge and support to our growing client base: Working collaboratively with the rest of the Client Success team to provide red-carpet support to our clients • Engage Solution Engineers and Technical Business Analysts to provide solutions and guide customers through POCs; implementations and successfully transition into the production phase • Make impactful and creative decisions: Find creative solutions to customer requests and provide customers an experience that they will LOVE! • Enterprise /SAAS clients: Proactively manage the delivery of SaaS solutions with client and internal stakeholders • Able to develop processes to scope out Enterprise Customer requirements correctly • Guide customers through successful POCs and implementations • Provide support to our customers in POCs, during integration and in production • Build a methodology that delivers continuous results and measures success • Work cross functionally to bring all necessary resources to the table to deliver success • Provide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and QA teams.

Requirements

• Experience in consulting firm leading customer projects with demonstrated analytic and problem solving skills • MBA or relevant Master’s degree in business, technology or engineering is highly preferred • Previous Customer Success in enterprise and / or SaaS environment is a plus • Strong project/program management skills • Technical acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred • Excellent communication skills with the ability to distill complex issues • Comfort with large data sets and ability to extract business insights from analysis • Comfort with ambiguity and a rapidly evolving business landscape • Solid stakeholder management skills, both for internal and external stakeholders • Experience working in an organization that develops mobile apps and services for enterprise customers. • Working knowledge of biometrics or identity software is ideal • Proven track record of resolving issues and risks in a cross functional and collaborative way. • Confident, and you easily build relationships when working with your customers and internal partners. • Naturally curious, eager to learn and proactive in sharing knowledge with others. • Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.

Benefits

• Meaningful Equity • Flexible Working Hours & Workplace • Open Vacation Policy • Wellness Program • International Travel Opportunities • Additional benefit package according to location (401k, medical insurance, etc.)