Вакансия на удаленке.
An international software development company invites candidates for the position of Senior Customer Success Lead / Engagement Manager.
Requirements:
Manages high profile, high touch (typically larger tier 1 or super tier 1) customers successfully, ensures high customer satisfaction, growth and profitability. Owns the company’s development strategy with the Customer (all areas) and drives upselling activities independently. Expert in all key skill areas of Customer Success Management. Strong experience of working with Sales activities. Actively mentors / coaches Senior CSM’s and CSM’s in customer success skill development.
Can lead a virtual team within the area of Customer Success or can act in the role of a Customer Success stream lead in e.g. a Tier 1 Customer with operations in multiple countries. In a stream lead role you are expected to coach, mentor and set success criterions for your stream.
Can communicate the business value of our solution independently and confidently to Customers top-management. Is a credible and trusted advisor to our Customers top management.
Typically has more than 10 years of work experience in a customer-facing / account management role and works alongside other senior peers from Service Delivery, Project Delivery & Sales organizations.
Skills:
Revenue growth skills.
Customer relationship management.
Service Delivery task understanding (understanding SD tasks on a high-level, can have independent discussions on meaning and purpose of Service Delivery excellency with Customer’s top management).
Industry knowledge (SCM).
Domain knowledge: (understanding of one or multiple domains: inventory & Supply Chain, S&A, Workforce, Price & Promotion. Can have conversations and influence with the domain knowledge on multiple Customer governance levels).
Business value management (KPI / ROI development).
Job description:
Creation and maintenance of a Customer Success Plan. Maintain Customer Success goals and ensure we have action plans in place to reach those goals.
Customer Satisfaction, referenceability, measurable business results communicated frequently, relationship building and development of those – strong focus on executive relationships, upsell / cross-sell lead nurturing and positioning our product strategy together with the product strategy team at the company.
Working closely with: Project team, Service Delivery Manager, Account Executive (Sales) and potentially at some point when the project is further ahead business / solution consultants focusing on continuous development of the solution.
Targets: Customer satisfaction (NPS), referenceability, business results measured (KPI’s) and business value understood and communicated to Customer frequently (ROI on investment), upsell / cross-sell results, Customer profitability.
Terms and conditions:
Interesting and dynamic work in international team.
Remote work from any region of Russia.
Permanent contract.
Внимание! Вакансия от рекрутингового агентства!
