Senior Customer Success Manager

Everbridge

1d•$94,000 - $125,000

About The Position

The Customer Success Manager is a key technical role within the Global Account Management and Customer Success Organization, focused on driving adoption, advocacy and success of designated strategic product/solution/key customers within the Everbridge and xMatters install base, ultimately leading to the achievement of retention and growth targets. As part of the Account Management team, CSMs are responsible for adoption and value realization, customer satisfaction and success, and the ultimate retention of assigned key customers within strategic product segments. CSMâs work cross-functionally within the organization as a âvoice of the customerâ to influence continued product enhancements or other blockers that hinder strategic product adoption and success. As technical Subject Matter Experts (SMEs) of their assigned product/industry/solution, they serve as a partner for Account Managers and help to curate and instill best practices, exhibit thought leadership, and drive programs centered on solution adoption and long-term success. The CSM also serves as a strategic escalation resource to help project manage key, at-risk customers, and plays a critical part of the Everbridge world-class customer experience by establishing âCustomers for Life.â

Requirements

2+ years in SaaS technical evangelical role. (e.g. Pre-Sales Engineer/Consultant supporting technical software solution; or Consultant supporting implementation of software solutions within the Dev, DevOps, MIM or CEM space)
Strong experience in technical account management for large organizations
Ability to understand and demonstrate technical aspects of the product as related to the customersâ âwhyâ; provide ideas and solutions to help customers optimize use/adoption and gain measurable ROI
Self-starter with a proven track record of driving retention, growth and customer-first results in a complex software environment
Excellent problem-solving skills and ability to navigate challenging situations professionally, both internally and externally
Excellent organizational skills and situational fluency, including the ability to prioritize and multi-task activities across many customers at once, and to pivot/re-prioritize depending on evolving world events
Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including Executive/C-level
Ability to work independently with a high degree of integrity and accountability
Ability to thrive in fast-paced environments with the ability to multi-task and juggle several priorities with tight deadlines simultaneously.
Thick-skinned, resilient, customer-focused professional who can âdig inâ to build trust and credibility with both customers and internal stakeholders; someone who puts the team and the customers before themselves
Bachelorâs degree in IT or other related field

Nice To Haves

Understand Business Continuity or Emergency Management practices
Can articulate value in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)
Experience or training in web-based software application implementations
Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted - hacker skill level); ITIL/MIM/NOC/Incident processes; and Ops Monitoring processes
Experience/understanding/ability to embrace and leverage SFDC, Gainsight, or Totango, Pendo, and other tools to track/measure adoption and value realization

Responsibilities

Develop technical and business subject matter expertise in xMatters and Everbridge use cases and products (you have the technical skills to hop into the solution with the customer to set up functionality or highlight new use cases)
Own the adoption, advocacy, and success of the designated strategic solution to help support the businessâs net and growth retention goals
Demonstrate industry and strategic product expertise by curating and presenting operational product use cases comparative to industry trends and emerging needs; facilitate the deeper entrenchment of the solution by architecting clear product utilization strategies in line with key customer needs
Drive adoption campaigns and develop plans to achieve customer satisfaction (>60 NPS scores) across the strategic product customer base; proactively monitor progress, identify hurdles (product and business), and track and resolve issues or adoption blockers
Study customer health metrics and build processes and tools to improve product usage and adoption.
Collaborate with Account Managers on account planning, solving client business problems, mitigating any risks with customers, and ways to grow client relationships
Facilitate the coordination of internal resources to resolve complex problems for assigned customers
Perform customer âHealth Checks,â including deployment progress against documented success criteria; develop and present findings/recommendations to the customer to drive deeper and broader adoption
Generate unique solutions for customers who struggle with traditional configurations
Identify upsell and cross-sell opportunities within named accounts through success-centric outreach, and pass to the assigned AE/AM for handling and closure
Own customer communication surrounding product introductions, announcements (e.g., Upcoming Releases and Enhancements); events (Coordinating of User Group Meetings, webinars), and other strategic initiatives related to strategic product
Communicate âvoice of the customerâ feedback to management and help drive strategic initiatives and program improvement, to include coordination with Product on RFE roadmap
Partner with Implementations and Professional Services to understand the âstate of the stateâ for strategic product engagements and facilitate a smooth handoff from deployment to AM/CS
Partner with Product Management to prioritize customer RFEs, identify capability gaps in your strategic product area, and communicate product-related barriers to adoption and operationalization