What are the responsibilities and job description for the Sr. Customer Success Manager position at INTELLISWIFT INC?
Job ID : 25-07172 Job Title : Customer Success Manager
Location : San Jose CA - 100% Remote
Duration : 12 months
Contract Type : W2 only
Pay Rate : $54.36 / Hour
Duties :
We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team.
To achieve the significant opportunity ahead, Client's Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers.
In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across client for a cohesive plan of action and quantifying impact along the way.
Industry Customer Success Managers deliver an outstanding experience for Client's top customers, including responsibilities for strategic account planning, use case adoption, advocacy and value realization.
What You'll Do :
The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact.
You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.
Responsibilities include :
Accountable for Customer's overall success with the Client, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
Act as the central point of contact throughout the Customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
Network within accounts in order to achieve successful execution of client's strategy and roadmap
Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
Drive adoption of Client's Experience Cloud products - using data to provide insights and progress from baseline through the maturity curve
Champion innovation by sharing industry thought leadership and new ways your customers can use Client's solutions to advance their digital maturity
Identify Customer risk, and collaborate with the extended client's team to build and activate "get well" plans
Be the voice of the customer internally at client - sharing strategic use-cases, process improvements and asks back into the internal ecosystem
Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success
Required Skills :
10 years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
Familiarity with AEM highly desired
Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
Strong consulting skills
Ability to prioritize, multi-task, and perform under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital marketing and / or digital media space, including data platforms, content management and customer journeys
Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
Effective at leading executive C-level discussions and presentations
Flexibility to travel (approx. 20%)
Education :
Bachelor's Degree and / or relevant work experience
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