Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Establish strong connections with customers in the enterprise sector.

• Assess risk management for each client and proactively pursue value propositions while employing best practices to enhance retention.

• Collaborate with the Customer Success organization and Expansion Team to foster growth and expand existing accounts through adoption, cross-selling, and upselling opportunities.

• Manage personal interactions to enhance the ongoing customer experience.

• Conduct Quarterly Business Reviews to showcase realized customer value and present recommendations as well as new features.

• Advise customers on the optimal data automation solutions for their needs and assist with configurations for matrixed organizations.

• Oversee cross-functional coordination for accounts and act as the internal point of accountability when multiple teams are involved.

• Sustain executive alignment and visibility through proactive updates and timely escalations.

• Address customer inquiries thoughtfully and promptly.

• Monitor new product developments and strategically inform/train customers.

• Relay desired software requirements to the product management team.

• Manage Gainsight and Salesforce data effectively to oversee the book of business.

• Contribute to the culture, values, and vision of AlertMedia.

⛳️ Requirements

• Minimum of 3 years’ experience as a Customer Success Manager.

• At least 1-2 years’ experience supporting Enterprise customers in a CSM capacity.

• Experience in the emergency communications or risk response industry is a plus.

• A strong desire to work with demanding, multi-national customers.

• An established CSM who is self-driven and customer-oriented.

• Proficiency in Salesforce and Excel is required.

• Familiarity with Gainsight is a plus.

• Exceptional verbal and written communication skills.

• Strong listening abilities with the capacity to engage with various customer profiles.

• Excellent project management skills with a proven track record of prioritization.

• Strong analytical, negotiation, and creative problem-solving abilities.

• Proven capability to collaborate with all team members (business development, software development, and product management).

• A genuine desire and ability to learn and be coached.

• AlertMedia does not currently sponsor applicants for work visas.

🏝️ Benefits

• Competitive base salary plus a company-wide bonus program.

• Generous and flexible time off and parental leave policies.

• Comprehensive health benefits - Medical, Dental, Vision, and Life Insurance fully covered for employees!

• 401K with a generous company match.

• Exciting rewards and incentives – we love to celebrate each other's successes!

• Commitment to community service with opportunities to give back.

• Recognized as a Best Places to Work company for 10 consecutive years along with numerous other accolades.

• Access to a brand new downtown office featuring 360-degree views of Austin, a high-tech building gym, and nearby running trails.

• Continuous career development opportunities with our Learning and Development team.