Customer Success Manager

Reltio • CA

90d • $100,000 - $187,000

About The Position

The Reltio Customer Success Manager (CSM) is responsible for driving customer adoption and retention, mitigating risk, and providing guidance and thought leadership for our customers throughout their relationship with Reltio. You will serve as the primary post-sale point of contact after implementation and use in-depth knowledge of the products being sold, the customer industry and/or business processes, and technical expertise to facilitate adoption and utilization of Reltio products. You will inspire and guide customers towards meeting their goals through delivering unified, interoperable data to their business. As a CSM at Reltio, you will be the champion of our customers, building and maintaining strong relationships to ensure their success on our platform and the retention and growth of our customer base.

Requirements

• Bachelor's degree or equivalent experience.
• Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager or Success Architect in Enterprise Software space.
• Deep knowledge of cloud software solutions, master data management, data governance, data quality and analytics concepts, architecture and use cases.
• Ability to apply experience and deep industry knowledge to understand and navigate a customer's decision-making process, goals, strategies, and business objectives.
• Ability to build consultative effectiveness and establish trust with internal and external customers.
• Ability to clearly articulate and quantify the business value that the solution delivers.
• Possess strong presentation, verbal and written communication skills and command credibility with senior executives.
• Previous experience and expertise in data management consulting or solutioning.
• Previous experience and expertise in software architecture and understanding how applications fit together within a customer’s ecosystem.
• Proven effectiveness at leading and facilitating executive meetings and workshops.
• Strong discovery skills to uncover customer problems and the value associated with solving them.

Nice To Haves

• Previous Reltio Experience.
• Reltio Certifications.
• MBA or advanced degree.

Responsibilities

• Account management for large enterprise customers to help them gain value from Reltio as measured by retention, adoption, growth, and customer advocacy.
• Provide required visibility into Customer health by identifying adoption opportunities and retention risk to align internal teams around customer’s success.
• Build a comprehensive understanding of customers' business goals and objectives, crafting a strategic success plan that aligns with and supports the achievement of those goals.
• Document and review the success plan, provide guidance on the customer journey and use a consultative approach to help customers achieve their goals.
• Hold and grow a trusted advisor relationship with customer sponsors to ensure all activities are closely aligned with the customer's business case, strategy and goals.
• Track, report, and benchmark all milestone related adoption activities to monitor the overall success of the customer's initiative.
• Actively promote all current products the customer has licensed while identifying additional opportunities to showcase additional features, products and services.
• Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value.
• Recommend specific solutions to achieve the customer's desired result that align with best practices of the product and industry.
• Design metrics and measures to measure ROI on the company's products by the customer.
• Timely data capture and documentation within internal applications to ensure data driven decisions are being made.
• Work closely with the sales team to identify and pursue upsell and cross-sell opportunities.
• Partner with extended customer-facing account teams to develop strategic and technical plans that help customers achieve their business objectives.
• Work with Marketing teams to boost customer advocacy and develop case studies.
• Facilitate and lead customer meetings with an agenda driven prescriptive approach to capture and measure their outcomes and value using our product.
• Identify, document and track critical customer information such as usage, health scoring and desired outcomes.

Benefits

• Flexible work arrangements to help our people manage their personal and professional lives.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees