Senior Success Account Manager

Responsibilities:

• Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals. 

• Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success. 

• Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process. 

• Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates. 

• Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups.”

• Establish relationships with key customer stakeholders to drive further product adoption. 

• Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model. 

• Partner with sales teams to create a strategic account plan from sales, adoption, expansion, and renewal.

• Work cross functionally with consulting services and sales to ensure seamless onboarding. 

• Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment. 

Qualifications:

• Experienced professional with SaaS and Telecommunications industry experience.

• 8-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.

• Strong consulting and project management skills, and proven results working as a trusted advisor to drive business value for customers.

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections.

• Ability to quickly grasp and distinctly explain technological and business concepts.

• Experience in positions like Customer Support, Technical Support, ISP Operations and/or Customer Marketing.

• Experience in delivering software solutions and strategic best practices.

• Excited about driving and tracking consistent engagements with all customers in your portfolio. 

• Strong empathy for customers AND a passion for revenue and growth.

• Deep understanding of value drivers in recurring business models.

• Demonstrated desire for continuous learning and improvement.

• Bilingual (English, Spanish,German or French) strongly preferred.

Location and Travel:

• Remote based position, with preference to live in territory. Territory is Oklahoma and Arkansas.

• Up to 40% travel required. Must have a valid Driver's license.