Enterprise Customer Success Manager

AlertMedia • Austin, TX

7h

About The Position

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our core values drive us in our important mission of keeping people safe & informed: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off Our Enterprise Customer Success Manager, takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on Enterprise accounts to provide the highest level of strategic partnership. Working closely with our Implementation Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. Enterprise CSMs approach each relationship with a “partnership” mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals. Who you are: You are an accomplished Customer Success Manager with proven success working with Enterprise customers. You think strategically to drive adoption, retain, and expand your accounts. You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a "we're all in this together" mentality.

Requirements

• 3+ years’ experience as a Customer Success Manager
• 1-2+ years’ experience supporting Enterprise customers in a CSM role
• Desire to work with demanding, multi-national customers
• Established CSM who is self-motivated and customer-focused
• Salesforce & excel required
• Proven experience leading complex, cross functional project management and consulting engagements, including global rollouts, large scale technical projects, and enterprise wide enablement initiatives
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Excellent project management skills with proven ability to prioritize
• Strong analytical, negotiation, and creative problem-solving skills
• Proven ability to work with all members of our team (business development, software development, and product management)
• The desire and ability to learn and be coached

Nice To Haves

• Gainsight (nice to have)

Responsibilities

• Build strong relationships with our customers in the enterprise category
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Manage a series of personal and automated touchpoints and to drive ongoing customer experiences
• Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
• Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
• Provide quick and responsive ongoing technical and administrative support
• Respond to all customer inquiries in a thoughtful and timely manner
• Keep track of new product developments and strategically inform/train customers on them
• Communicate desired software requirements to product management team in a cross-functional feedback loop
• Diligently manage Gainsight and Salesforce data to effectively manage your book of business
• Contribute to AlertMedia’s culture, values, and vision for the future

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!
• 401K with a generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
• Ongoing career development opportunities with our Learning and Development team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed