Sr. Customer Success Manager (Enterprise)

inFeedo,

Customer Success Manage

We believe that a key aspect of innovation is to create a diverse culture where individuals from different fields come together. Example: We have an HR person working in sales, a sales person working in HR, and are looking for cross-functional experts to join our CS team. "HR/engagement consultant expertise" OR "SaaS product expertise" preferred!

No. of positions: 1

What will you be doing?

1. Customer Rete

   ntion: Through collaboration with Product/Tech teams, provide consulting services for a specific set of customers and maximize their ROI. Use existing data points to increase renewal rates and reduce churn.

2. Portfolio expa

   nsion: Identifying CSQLs and nurturing relationships for the growth of the portfolio. Working with the AM team on cross-selling & upselling opportunities. Qualifying pipeline for future business growth.

3. Manage Customer Enhancement Re

   quests: Work closely with product/tech teams to explore the feasibility of technical enhancement requests.

4. Project Planning:

   Creating success plans for customers that outline both short-term and long-term goals. Also, closely drive the value delivery to ensure all customer objectives are met.

5. Training and Enablement:

   Provide tailored training sessions and resources to ensure customers are fully equipped to use the product or service.

6. C-level Stakeholder Mana

   gement: Engage with key customers at the executive level to build and maintain strong relationships. Conduct regular business reviews with key accounts to discuss performance, goals, and opportunities for growth.

Who will you work with?

jovial inFeedo team.

Is this you?

1. Qualification:

   Degree in Technology, Engineering, or MBA in HR.Experience: 4+ years in a SaaS company, dealing with Enterprise customers

2. Understands technology:

   You have a good understanding of cloud technology - words like S3 bucket, DB encryption, and API integration. Understanding customer use cases, and recommending solutions.

3. Critical Skills:

   Excellent communication, presentation, customer call facilitation, and relationship-building skills. Ability to manage influence, persuade, negotiate, and build consensus.

4. Problem solver & Entrepreneurial:

   Ability to understand & solve problems using first principles, have a bias for action, and put the customer first.

5. Data Driven:

   Ability to make sense of Data to help customers gain actionable insights. A power user of Google Sheets & Excel.

Brownie Points

• SaaS Startup Experience
• Alignment to our core values