Senior Customer Success Manager

📋 Description

• Recruit, lead, mentor, and oversee a team of top-notch Technical Account Managers.

• Foster a proactive customer support culture, ensuring proper implementation, timely realization of benefits, extensive product utilization, and reduced customer issues and concerns.

• Cultivate internal relationships, enhance processes, and eliminate obstacles to guarantee the smooth operation of the TAM team.

• Present TAM services to account teams and potential clients.

• Offer guidance and assistance to TAMs concerning technical and procedural challenges.

• Oversee the fulfillment of TAM commitments to clients while ensuring a high level of customer satisfaction.

• Propel customer renewals and expansion objectives.

• Recruit, develop, mentor, and train TAMs for optimal success and customer satisfaction.

⛳️ Requirements

• Proven experience and expertise in establishing and managing Technical Customer Success teams.

• Background in leading teams in customer-facing roles such as Customer Success, Technical Account Management, Solution Architecture, Product Management, Pre-Sales, Issue Resolution, or Professional Services.

• Strong leadership capabilities with an ability to inspire others.

• Demonstrated proficiency in utilizing AI tools to boost productivity, streamline workflows, and support decision-making processes.

• Excellent written and verbal technical communication skills, with the capacity to effectively engage with C-level executives.

• Expertise in at least one domain, including Data Protection, Data Security, Storage, Virtualization, Cloud, or other related technology areas.

• Strong project management abilities, including effective communication during chaotic discussions, a sense of ownership and urgency, planning skills, and the capability to highlight issues when necessary.

• Experience in managing enterprise accounts, including crafting customer success strategies, aligning with business objectives, addressing customer concerns, and overseeing technical problem resolution.

• Proven leadership attributes, skilled in nurturing talent, data-driven, accountable, creative, and regarded as a respected authority.

• Strong aptitude for driving decisions through collaborative alignment.

• Experience with SFDC and Gainsight is a plus, with a preference for candidates comfortable in generating reports and dashboards.

• A commitment to continuous learning and improvement.

• An enthusiastic and innovative leader with the capability to inspire others.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.

• Flexible work arrangements.