Customer Success Program Architect
About The Position
Salsify is seeking an experienced and growth-focused Global Principal Customer Success Manager to support clients in our Global Accounts segment. Salsify's Global Customer Success Managers are experts in global technology rollouts and scalability. In addition, they have deep business expertise and are responsible for delivering exceptional support and driving business strategy that will guide our customers towards exceeding their goals working with the Salsify suite of products. This principal-level role is passionate about ensuring that our most complex accounts benefit from scalable expansion strategies supporting both their global as well as market specific objectives. The key objective of our global segment is to support growth via global expansion and value realization at brand, market and corporate levels. This is a key strategic position to the growth of Salsify.
Requirements
- 10+ years of success with account management, global services delivery and scalability management in a consulting or SI firm.
- Proven record of driving measurable customer outcomes and success with large, complex customers
- Experience leading multiple large, sophisticated technical projects and/or enterprise-level programs
- Ability to compel customers and internal partners to act and hold them accountable to their commitments
- History leading business transformation programs, including those that involve C-Suite commitment and change management
- Track record of fostering a collaborative environment across sales, services, product and marketing peers
- Ability to navigate data and people to find answers
Responsibilities
- Support pre-sales and sales cycles by providing scalability strategy insights and best practices.
- Coordinate all Teams during sales cycle to ensure alignment between CS Support Services Sales
- Produce program plan highlighting global onboarding strategy including all workstreams
- Support Global Enterprise Architecture expansion workshops.
- Focus on best practice: Global data aggregation strategy Salsify Instance model definition User management strategy Organization change management guidance and tracking
- Support onboarding of local/brand specific CSM on the global account; Share account adoption & growth strategy; help define/review local and brand level strategy
- Define roles and responsibilities
- Identify adoption strategies (local vs global) and assign targets to the account team
- Recommends and executes joint success plans with their portfolio of customers at the Executive Sponsor level and manage relationships/politics and conflicts.
- Executes strategic business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services)
- Collects metrics to develop business value assessments of the customers' Salsify investment - coordinate metric assessment with local/brand specific CSM
- Helps customers plan and execute a digital shelf program - this often requires change management guidance and is a key piece of the role!
- Creates playbooks and informs processes for how we can scale our approach towards supporting our largest and most complex customers
Benefits
- US Benefits - Competitive Salary
- Equity
- 401 (k)
- Unlimited Vacation
- Full Benefits: Medical, Dental, and Vision Insurance
- Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
- FSA: Medical, Commuter, and Dependent Care
- HSA: Tax-advantaged Medical Savings Account
- 18 Week Paid Maternity & 10 Week Paid Parental Leave Program
- Referral Bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
