Enterprise Customer Success Manager

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

📋 Description

• Oversee a portfolio of essential customer accounts while promoting success metrics such as GRR, NRR, and adoption.

• Establish and strengthen executive relationships through QBRs, MBRs, and routine check-ins.

• Showcase critical performance metrics and health scores for customers.

• Create, implement, and spearhead adoption strategies and corrective action plans.

• Guide long-term strategic direction in partnership with C-level executives as a trusted business collaborator.

• Ensure account health through documentation, meetings, presentations, reports, and webinars.

• Cultivate trusted relationships with senior-level customers while providing exceptional services.

• Inform account strategies and identify business growth opportunities in collaboration with company leaders and Product.

• Negotiate with both internal and external stakeholders to address client business challenges.

• Propel business development efforts, accurately forecast, and achieve strategic objectives throughout the customer impact journey.

• Comprehend customers’ Quality and Sustainability objectives, strategic growth initiatives, business drivers, technology strategies, and the competitive landscape.

• Lead discussions on system configuration and collaborate with Product and Solutions Consulting.

• Stay updated on Product and industry advancements to recommend impactful solutions.

• Maintain clear and updated documentation to facilitate team enablement.

• Navigate the complexities of Fortune 100 enterprises to devise optimal stakeholder solutions.

• Employ active listening to convert business challenges into requirements and identify solutions through configuration, process recommendations, or product development.

⛳️ Requirements

• 5+ years of experience in client-facing roles, preferably within international supply chain technology.

• 5+ years in B2B SaaS with a proven record of surpassing targets.

• Strong background in consulting, implementation, and client engagement.

• Proficient in diagnosing business issues, defining requirements, and suggesting practical solutions.

• Ability to convert intricate processes into straightforward process maps or flowcharts.

• Analytical and consultative mindset.

• Comfortable using analytics tools, application software, and digital technologies.

• Familiarity with API and SFTP integrations, automation, and basic HTML/web concepts.

• Excellent written, verbal communication, and presentation abilities.

• Capable of partnering with Product and keeping abreast of market and competitive changes.

• Skilled in managing multiple priorities and achieving monthly/quarterly objectives in a remote, distributed environment.

• Proficient in both English and Spanish.

🏝️ Benefits

• Unlimited Annual Leave.

• Flexible Working: Options to work from home, a coffee shop, or global hubs.

• Ownership of projects.

• Opportunities for personal and professional development.

• A global, diverse, and innovative team comprising members from over 30 countries.

• Remote and hub-based company and team events.