Enterprise Customer Success Manager

• • Role Title: Enterprise Customer Success Manager
  • Direct Report: Senior Director of Customer Success
  • Area: Customer Success
  • Location: United States

The Opportunity

We are looking for a high energetic and collaborative Enterprise Customer Success Manager for the NAM Region, to serve as the strategic interface between our clients, internal engineering and product teams.

This role requires both strong tactical skills and strategic level thinking. On the tactical side, this person needs to be able to help the team navigate through agile delivery, manage the team and architecture to provide the guidance, and shepherd in flight projects to their successful ends. This candidate will work closely with Product Managers, Delivery, DevOps, Infrastructure and Business Operation teams in a highly collaborative environment and global environment to provide quality software and solutions to our clients.

Responsibilities

• Manage all stages of customer relationship.
• Implementation (it’s all about project management) 
• Building amazing client relationships by providing exceptional service 
• Insight presentations (data analysis and interpretation) for clients and their executive teams 
• Manage any key issues and risks 
• Provide expert knowledge and support to our growing client base, through a consultative approach to deliver successful outcomes for our clients 
• Working collaboratively with the rest of the Client Success team to provide red-carpet support to our clients 
• Engage Solution Engineers and other Incoders as needed to provide solutions and guide customers through implementations and successfully transition into production phase, resulting in accounts growth  
• Make impactful and creative decisions 
• Able to develop processes to scope out Enterprise Customer requirements correctly 
• Build a methodology that delivers continuous results and measures success 
• Provide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and QA teams 
• Find creative solutions to customer requests and provide customers an experience that they will LOVE! 

Requirements

• Experience in consulting firm leading customer projects with demonstrated analytic and problem solving skills 
• MBA or relevant Master’s degree in business, technology or engineering is highly preferred 
• Previous Customer Success in enterprise and / or SaaS environment is a plus 
• Strong project/program management skills 
• Technical acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred 
• Excellent communication skills with the ability to distill complex issues 
• Comfort with large data sets and ability to extract business insights from analysis 
• Comfort with ambiguity and a rapidly evolving business landscape 
• Solid stakeholder management skills, both for internal and external stakeholders 
• Experience working in an organization that develops mobile apps and services for enterprise customers. 
• Working knowledge of biometrics or identity software is ideal 
• Proven track record of resolving issues and risks in a cross functional and collaborative way. 
• Confident, and you easily build relationships when working with your customers and internal partners. 
• Naturally curious, eager to learn and proactive in sharing knowledge with others. 
• Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.