This posting is currently for Energage employees only. We will update if that changes. (Oct 11, 2024)
Your mission as a Senior Customer Success Manager is to build client loyalty and success through product adoption with our Advanced (complex) accounts. In this role, you’ll develop and implement a year-round touchpoint strategy with clients to ensure Energage products/services are exceeding clients’ expectations, clients are getting value from our products and services, and have all of the tools and resources they require. You will act as the voice of the customer, using their feedback to enact product and/or process changes within Energage.
Additionally, a Senior Customer Success Manager is also an expert on the technical side of projects, and can offer insight and tips on how to use features and troubleshoot.Responsible for:
- Aid company growth by nourishing, building, and growing relationships across a portfolio of key, advanced clients
- Establish clear goals, milestones and metrics that you and the customer will be working towards; periodically re-assessing and reviewing these with the customer
- Understand and align with your clients business goals, most importantly using the Energage platform to assist them in achieving those goals
- Work collaboratively with a variety of other departments, such as Onboarding and Support, Client Services, Sales, Development, and Renewals to ensure ongoing customer satisfaction and retention
- Contribute to revenue generation through account expansion and renewals opportunity identification
- Complete regular checkpoints via phone and email, sending relevant marketing content, etc.
Qualifications:
- You are an established customer success professional who finds satisfaction in helping your customers achieve great things. You have an excellent track record in customer success
- You are (or will become) an Energage platform expert - you can clearly and easily lead your customers through their Energage journey, and tie organizational challenges and priorities to our platform and services
- The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or C-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
- High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
- Executive project management skills and ability to manage, onboard, and communicate effectively across the C-suite
- Outstanding communication skills (written, verbal, and presentation)
- Maintain accurate records of all activities in SalesForce.com
Measured on:
- Your success will be measured by net retention, CSAT, and case completion
