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Strategic Customer Success Manager
Remote
Posted on 10/21/2022
INACTIVE
Locations
Wrigleyville, Chicago, IL, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Sales
Salesforce
Requirements
  • Product Expert: Knows the Craft Enterprise Portal inside and out and can share best practices and train customers to get the most out of the portal
  • Trusted Partner: Able to build authentic, lasting relationships with customers with a mutual concern for their success with Craft
  • Customer Advocate: A strong voice for customer experience and feedback to internal teams at Craft to help keep Craft a customer-focused culture as we grow
  • 5+ years working with strategic customers in the technology industry
  • Significant experience in managing customer profiles in line with ACV of $500K or more
  • Experience with project management, account portfolio planning and prioritization
  • Track record of successful planning and execution of Executive Business Reviews
  • Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses
  • Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible
  • Experience using cloud software, such as Salesforce, Notion, G-Suite
  • Creative thinker who loves to challenge the way things are done as part of a relentless pursuit of improvement
  • Ideally located in Central or Eastern time zone
Responsibilities
  • Serve as the primary point of contact for new and existing customers
  • Manage all post-sales activity for Craft's Strategic and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan
  • Be familiar and confident with navigating multiple business unit environments
  • Expertise in supporting a wide range of stakeholders for internal and external projects
  • Ability to diagnose issues within customer initiatives and spearhead routes to resolution
  • Ensure customer satisfaction that leads to annual renewals and contract expansion
  • Develop a trusted relationship with consistently responsive and expert service
  • Monitor contract deliverables and usage to help customers manage and expand their usage of the Craft Enterprise Portal
  • Drive adoption across multiple departments, stakeholders, and business users
  • Host regular check-ins with customers as well as quarterly business reviews to ensure adoption of the portal and realization of success criteria
  • Answer questions and facilitate data requests, user feedback, and bug reporting to our data, product, and engineering teams
  • Act as Voice of the Customer internally to represent customer needs and wants
  • Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers
Craft

51-200 employees

Holistic company profiles
Company Overview
Craft is a supplier intelligence company helping organizations accelerate data-informed business decisions. Their unique, proprietary data platform enables supply chain and procurement professionals to discover, evaluate, and monitor suppliers and create stronger supply chain resilience by tracking thousands of real-time signals across millions of companies globally. The company provides comprehensive, complete supplier data and intuitive software tools delivering best-in-class monitoring and insight into global supply chains and market intelligence, as well as facilitating better and more proactive decisions that minimize disruptions and risk.
Benefits
  • Competitive compensation
  • Education benefits
  • Flexible working hours
  • Career growth
  • Fitness benefits
  • International team
  • Team activities and events
  • Generous vacation policy
  • Free snacks and drinks
Company Core Values
  • Customer-focused
  • Humble, yet confident
  • Data-informed
  • Creative problem-solving
  • Collaborative team players
  • Passionate
  • Ownership