Customer Success Manager - Strategic Accounts
DRIVE RESULTS AND TRANSFORMATIONAL OUTCOMES FOR OUR CUSTOMERS
As a Customer Success Manager you will be the primary advocate for our customers. You’ll be responsible for understanding their ever-evolving business needs, collaborating internally and externally to ensure strategic outcomes are continually met. At Sisense we’re driven by a single purpose: our customers. We aim to deliver more than data-driven decision making, and partner with our customers to ensure such insights are socialized, actionized and ultimately accelerate our customer’s revenue.
WHY YOU SHOULD JOIN OUR CUSTOMER SUCCESS TEAM:
This is an opportunity to take your relationship skills to the next level by enabling customers in a complex, sophisticated, technical product in the business intelligence space. We have an opportunity to build long lasting partnerships with strategic companies with a product that immediately delivers value.
Our Head of Customer Success, Strategic Accounts, James Levine was a customer for 5 years prior to joining Sisense, and has over 17 years of experience in the BI and Customer Success Space. His has been extremely successful in scaling our CS teams at a high and effective pace while not losing sight of our core customer centric values.
We are looking for an experienced Enterprise Customer Success Manager to manage the post-sales relationship for assigned enterprise accounts, for building customer loyalty and satisfaction, consistent with revenue retention and growth objectives.
What will you do?
- Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests.
- Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment and performance measurement.
- Protect existing revenue streams, identify and neutralize competitive threats
- Actively farm existing account base to identify new solutions or service opportunities and provide valuable account information and insight to support sales.
- Build and execute an account specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions
- Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
- Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business units.
- Conduct regular briefings on account status to senior management and other internal stakeholders
HOW YOU’LL RAMP:
By Day 30...
- You’ll have completed the Customer Success training program where you’ll learn about Sisense’s values and culture, get equipped with various relationship techniques and gain a basic understanding of Sisense’s offering, the competition, and the transformational outcomes we help customers across ALL industries achieve.
- You will go on-site to customer locations with other team members to see firsthand how we build relationships and perform executive business reviews.
Day 60...
- You’ll craft a strategic account penetration plan for your book of business and begin actively driving new opportunities within that account base.
- You’ll strengthen your skills and technical knowledge with regular one on one coaching.
- You’ll learn about your customer base, meet the people and accounts you will support and work side by side with the team here to become fully embedded in the account.
Day 90...
- You’ll be an integral part of the customer success team and essential to its revenue retention success.
- You’ll have a firm grasp on Customer Success best practices and be able to on-board and help customers get up and running.
- You’ll manage your own book of business responsible for the partnership and the customers success.
WHAT YOU’VE ACCOMPLISHED... SO FAR:
- You have 6-8 years of experience in an account management/client relationship support role and 5+ years of experience with IT infrastructure and application support.
- You have experience working with a SaaS/Cloud solution and consistently hitting quarterly targets.
- You have a demonstrated track record of success in effectively developing and managing complex deployments and partnerships.
- You’ve launched newly onboarding customers on the road to success.
- You are a trusted resource and have developed relationships between customers and our support teams.
- You’ve identified ways to grow and expand our customer footprint while partnering with our Sales teams.
- You’ve become the “voice of the customer.”
- You can provide detailed examples of successfully building and nurturing multi-level client relationships.
- You have a success oriented attitude with a focus on customer delight.
- You have the ability to forecast churn and upgrades for your account base.
- You’re able to tailor message formats and content based on the audience
- You’re able to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously.
- You’re comfortable dealing with complex customer relationships, decision processes and competing agendas.
- Bonus points if you have experience with NoSQL databases or implementation of BI projects and ETL tools.
ABOUT SISENSE:
- We are a radically innovative BI company focused on redefining every aspect of business analytics.
- We’re an industry leader with more than 2,000 global customers, including Expedia, Flexport, Nasdaq, GE, Philips & Tinder.
- We’ve been recognized as a leading visionary in Gartner’s Magic Quadrant for Analytics and Business Intelligence.
- We’re onboarding rapidly! We have over 750 employees with offices in San Francisco, New York, Tel Aviv, Scottsdale, Melbourne, Tokyo, London and Kyiv.
- We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
- We’ve been recognized by Comparably, Glassdoor and Best Places to Work for our amazing company culture.