Key Account Manager

Role Overview: The Enterprise Customer Success Manager (CSM) will play a critical role in managing and nurturing relationships with our largest and most strategic customers. This role requires a proactive and strategic approach to ensure our customers are achieving their business objectives with our products and services. The Enterprise CSM will act as a trusted advisor, driving customer satisfaction, retention, and growth.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong, long-lasting relationships with enterprise clients, acting as their primary point of contact and trusted advisor.
• Onboarding Implementation: Guide new customers through the onboarding process, ensuring a smooth and successful implementation of our products and services.
• Account Planning Strategy: Develop and execute strategic account plans tailored to each customer s needs, goals, and growth potential.
• Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is incorporated into product development and business strategies.
• Performance Monitoring: Regularly monitor customer health metrics, product usage, and satisfaction levels to proactively address any issues and identify opportunities for improvement.
• Renewals Upsell: Drive customer renewals and identify opportunities for upselling and cross-selling additional products and services.
• Problem Resolution: Manage and resolve customer issues and escalations in a timely and effective manner, ensuring customer satisfaction and long-term retention.
• Reporting Communication: Provide regular updates and reports to both customers and internal stakeholders on account status, product usage, and success metrics.

Qualifications:

• Experience: Minimum of 5+ years of experience in a Customer Success, Account Management, or similar role, preferably within the enterprise or B2B SaaS space.
• Education: Bachelor s degree in Business, Marketing, or a related field. Advanced degrees or certifications are a plus.
• Skills:
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with C-level executives.
• Proven ability to manage multiple enterprise accounts simultaneously, with a focus on strategic account management.
• Excellent problem-solving skills and a proactive approach to addressing customer challenges.
• Experience with CRM tools (e.g., Salesforce) and customer success platforms.
• Ability to analyze data and translate it into actionable insights for customers.
• Attributes:
• Customer-centric mindset with a passion for helping customers achieve their goals.
• High level of empathy, patience, and resilience in handling complex customer situations.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.