Senior Customer Success Manager

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il y a 27 jours

🏄 California – Remote

Bien que cet emploi soit listé dans California, cette entreprise pourrait être ouverte à l'embauche distante dans d'autres états.

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Technosylva

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Artificial Intelligence • SaaS • B2B

<Technosylva> est un fournisseur de logiciels de mitigation des risques d'incendies de forêt et de conditions météorologiques extrêmes, propulsés par l'IA, qui offrent des outils de prévision en temps réel, de simulations prédictives et de gestion des incidents pour les entreprises de services publics d'électricité, les agences de lutte contre les incendies et les assureurs. Leurs produits basés sur le cloud (Wildfire Analyst, Tactical Analyst, fiResponse) fournissent une connaissance de la situation, un support à la décision opérationnelle et une quantification des risques pour aider les clients à planifier, exploiter et répondre aux événements d'incendie de forêt et de conditions météorologiques sévères.

51 - 200 employés

Fondée en 1997

🤖 Intelligence artificielle

☁️ SaaS

🤝 B2B

Description

• Manage and strengthen relationships with key clients, leading strategic discussions and guiding them toward achieving long-term success and value realization. • Develop a deep understanding of customers' business needs, challenges, and objectives to provide tailored solutions and ensure product adoption, retention, and satisfaction. • Oversee the success of key accounts, ensuring timely and successful delivery in alignment with customer goals. • Develop an in-depth understanding of our wildfire risk & weather products, and their capabilities. • Effectively communicate the value proposition of our solutions, addressing customer inquiries, and providing guidance on best practices to maximize usage and ROI. • Provide strategic guidance during the onboarding phase, setting clear expectations and ensuring that customers understand the value proposition from day one. • Identify potential roadblocks during implementation and proactively work to resolve them, ensuring smooth transitions and high customer satisfaction. • Develop and deliver customer education resources and training that empower clients to fully utilize our products and realize value. • Ensure that customers are well-versed in our product features, tools, and functionalities. • Take ownership of and resolve escalated customer issues, coordinating with internal teams to ensure that customer concerns are addressed promptly and effectively. • Conduct business reviews with key customers, aligning product performance with business goals and identifying opportunities for continued partnership and expansion. • Track and analyze customer success metrics, such as product adoption, satisfaction, churn, and Net Promoter Score (NPS), and report regularly to senior leadership on customer health and success trends.

🎯 Exigences

• Experience working in or with industries related to wildland fire, wildfire risk mitigation, forestry, weather analytics, and/or electrical utilities. • Deep experience in managing complex client relationships, particularly in SaaS or technology-driven environments. • Exceptional communication skills with the ability to manage and influence senior-level customer stakeholders. • Exceptional problem-solving abilities with a demonstrated track record of navigating complex, high-stakes situations with strategic insight, resilience, and a solutions-oriented approach, maintaining a positive and composed demeanor under pressure. • Advanced technical expertise with a strong ability to grasp and articulate complex technological solutions. • Data-driven with the ability to analyze customer metrics and translate them into actionable insights for both internal teams and clients. • Proficiency in using Customer Relationship Management (CRM) software. • Strong problem-solving abilities and a proactive, solution-oriented mindset. • Experience in driving customer success strategies, account growth, and retention programs.

🏖️ Avantages

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development