Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsorsExecutive Alignment: Demonstrate an intimate and aligned understanding of the customer – their business, opportunities, challenges, objectives, and overall data maturity Prepare and lead strategic meetings with executive leadership that advance customer maturity and adoption and drive actionable and measurable outcomes and partnership success Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrating and communicating the value realized of our solutions to end users and buying committeeCustomer Advocacy: Act as the main point of contact and advocate for customers internallyProgram Management: Collaborate cross-functionally with other departments across the customer lifecycle, ensuring partnership and renewal successSuccess Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals and drive joint accountability to execution to realize successSubject Matter Expert: Contribute to the customer’s digital CX strategy and optimization roadmap, answer questions relating to product usage, and keep customers informed of Contentsquare news and product updatesRenewal Management/Commercial Strategy: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets while owning the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churnUpsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targetsThought Leadership: Proactively share best practices, thought leadership, and industry trends, most notably with senior and executive stakeholders
5-7 years experience in CSM or similar consultative, customer-facing role (account management, management consulting), with a strong track record of supporting change management and driving adoption, renewals and upsells in a SaaS or subscription-based businessOutstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case) Exceptional relationship management, with an emphasis on proven ability to build, maintain, and grow relationships at an executive levelSelf-motivated, innovative orientation, operating as a team player and collaborating effectively across departments and functions to achieve common goalsOperational rigor and accuracy Proficiency with Command of the Message Framework, MEDDIC, and other common go-to-market frameworks. Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizationsProficient understanding of web and mobile app architecture, design, and developmentAbility to thrive in a fast-paced, dynamic environment and effectively manage competing prioritiesProven experience in a customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based businessExceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization
Apply Here: Read More