Enterprise Customer Success Manager
Noibu
This job is no longer accepting applications
See open jobs at Noibu.See open jobs similar to "Enterprise Customer Success Manager" Invest Ottawa: Scaling Up.What you'll be doing:
- Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction and value through all stages of the customer lifecycle, from onboarding through to renewal.
- Proactive Customer Engagement: Proactively engage customers to support and drive adoption and usage of our platform, perform monthly/quarterly ROI meetings with customers, be a thought leader for your customers, and proactively raise solutions and concerns before they become an escalation.
- Stakeholder Relationship Management: Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers.
- Drive Results: Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
- Renewals: You’ll own the renewals process end-to-end (with support from the team, of course). Proactively strategize customer renewals for each of your accounts, resulting in successful renewal, prioritizing uplift in contract value as well as multi-year renewals.
- Solutioning: Problem-solving issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
- Cross-Functional Collaboration: Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.
Who you are:
- Prior Experience in account management or customer success, managing complex, strategic relationships with high visibility, within a technical product environment. Experienced with a high touch, low volume, high ARR book of business
- Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success.
- A Strategic Thinker: You possess critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems. Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals.
- Ownership Mentality: Ability to own and drive KPIs with little oversight. Strong personal accountability for your outcomes.
- Excellent communication skills: You are comfortable working with and supporting stakeholders at all levels of the organization, including C-Suite
- High Emotional Intelligence: You enjoy building relationships, you value collaboration, and have a good sense of others' motivations.
- Data-driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.
- Team Player: We are a close-knit team and company; We highly value collaboration and support between colleagues, as well as strong team communication. We celebrate all of our wins and losses as a team.
- Adaptable and Resilient: In a fast-paced environment, you remain flexible, adaptable, and resilient to meet evolving customer and business needs.
- Industry Knowledge: Familiarity with the enterprise technology industry and customer success best practices will enable you to excel in this role.
- Bonus: Experience in eCommerce and/or a high-growth startup is a huge plus!
This job is no longer accepting applications
See open jobs at Noibu.See open jobs similar to "Enterprise Customer Success Manager" Invest Ottawa: Scaling Up.