Principal Customer Success Manager - Remote

Trane Italia • Wellesley, MA

2d • Remote

About The Position

Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to manage all people, all physical locations, all assets, and all work - enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, and the opportunity to be surrounded by passionate team members that look out for each other. The Nuvolo Principal Customer Success Manager requires strategic thinking with operational excellence as you will be responsible for maintaining executive relationships, leading projects, and serving as an escalation point for Nuvolo’s key accounts. As a Principal CSM, you will contribute to the customer and Nuvolo’s growth by developing strategic account plans and bringing the teams and resources together to execute.

Requirements

• 10+ years of experience in customer success.
• Interest in influencing internal and external key decision makers to drive product value and financial growth.
• Ambition and curiosity. You are resourceful, bright, proactive and a go-getter who works well independently and as part of a team.
• Exceptional verbal and written communication skills, including displaying technical acumen, strategic leadership and problem-solving skills.
• Ability to deliver difficult messages to strategic partners, with intentional preparation and framing.
• A proven record of retaining and growing multiple enterprise client relationships.
• Effective interpersonal skills and ability to work cross-functionally in a collaborative team environment.
• Ability to work independently, while strategically leading customers and influencing internal strategy/investment/roadmaps.

Nice To Haves

• Core Competencies: Leads with curiosity
• Anticipates change based on knowledge and intuition
• Demonstrates grit via passion and perseverance
• Problem solver utilizing healthy combination of process and creativity
• Adaptable to change

Responsibilities

• Serve as a member of the customer success leadership team with the goal of building customer advocacy and voice of the customer.
• Mentor/coach Sr. CSMs to uplevel their strategic customer engagement.
• Support/Advise the customer success team with risk mitigation and opportunities, by building success plans impacting retention and growth.
• Act as the trusted partner for your portfolio of 7 figure clients throughout their customer lifecycle.
• Regular interaction with Nuvolo sales team and execute sales methodology including key stakeholder mapping, building champions, and forecasting growth opportunities.
• Help foster adoption by raising client awareness and leveraging new product features and functionality.
• Maintain a consistent record of client engagement, issues, and resolutions through internal and external communication.

Benefits

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

What This Job Offers

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