Senior Customer Success Manager - Enterprise

GWI•New York City, NY

2d•Hybrid

About The Position

The Enterprise Customer Success team at GWI is responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support.

Requirements

Experience in a Customer Success, or Account Management role
Strong interpersonal skills and experience building strong internal and external relationships
Strong Analytical skills with a high attention to detail.
Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
Ability to bring data to life with stories and present with confidence.
Passion for building trust and communicating effectively with customers
Ability to work autonomously and look for improvements in ways or working and processes
Natural ability to switch between different roles and wear different hats.
Highly organized and able to juggle multiple tasks with competing deadlines
Customer focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service.

Nice To Haves

Experience working in a Customer Success or Support team
Experience working at a SaaS business or with market research/audience profiling data
Experience using tools such as Intercom, Salesforce, Mixpanel, SalesLoft, Zendesk, etc.

Responsibilities

Establish and maintain strong relationships with key stakeholders and end users
Consult clients on how to solve challenges & achieve desired outcomes with GWI
Create success plans to document and track the achievement of desired outcomes
Identify and support growth opportunities with your AM counterparts
Pull, interpret, and deliver regular usage reports for each of your accounts.
Collaborate with the global team to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support
Accurately forecast risk with account manager and develop a plan to mitigate
Working closely with other internal teams to help deliver custom projects and strategic workshops
Be the voice of the customer and channel feedback to relevant departments.