Customer Success Manager

Added: January 30, 2024
Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Intro And Job Overview

This position is 100% remote located in the US. We are looking to grow our Customer Success Team to further strengthen partnerships with our customers. As a Customer Experience Manager, you’ll be responsible the support of 40+ accounts and have two primary functions – Customer Retention and Expansion, ensuring the highest customer satisfaction. The ideal candidate must have experience in consultative, product-oriented software account management, polished communication skills and a strong understanding of both technical solutions and business drivers.

Responsibilities And Duties

  • Stay in constant communication with existing users to ensure they have resources, training, skills needed to use product(s) effectively, regardless when renewal is up.
  • Facilitate communication with pre-sales, product management, services, etc., as needed.
  • Monitor or advocate priority escalation on open support/enhancement tickets for timely resolution.
  • Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations.
  • Provide line of sight into upcoming renewal risk for territory - typically 12-18 months out.
  • Facilitate renewal process with customer in partnership with Director of Contracts & Renewals – structure renewal options, product add-ons/upsell opportunities, etc., work with procurement to close renewal.
  • Drive net new sales by leveraging the existing footprint relationship at each customer to expand the current license(s) and/or add new products and/or professional services.
  • Identify Upsell leads within existing user base and partner with Account Executive
  • Cross-sell into new areas of the organization (different division, line of business, etc.) where new relationships needed to be established.

Requirements And Qualifications

  • 5+ Years’ experience with managing “land-and-expand” account strategies in a customer interaction role.
  • Bachelor’s degree in business or related field.
  • Equivalent experience will be accepted in place of the education requirement.
  • Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets preferred.
  • Must be a self-starter, able to work autonomously and with minimal supervision.
  • Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently.
  • Ability to escalate customer issues by aligning and communicating with internal resources.
  • Strong interpersonal skills and ability to work in matrixed organizations.
  • Experience leading and executing customer meetings and events.
  • Skilled in communicating with C-level suite of organizations.
  • Results-oriented with a focus on customer satisfaction and retention.
  • Demonstrated history of closing sales.