Intro and job overview:

This position is 100% remote located in the US. We are looking to grow our Customer Success Team to further strengthen partnerships with our customers. As a Customer Experience Manager, you’ll be responsible the support of 40+ accounts and have two primary functions – Customer Retention and Expansion, ensuring the highest customer satisfaction. The ideal candidate must have experience in consultative, product-oriented software account management, polished communication skills and a strong understanding of both technical solutions and business drivers.

Responsibilities and Duties:

• Stay in constant communication with existing users to ensure they have resources, training, skills needed to use product(s) effectively, regardless when renewal is up.
• Facilitate communication with pre-sales, product management, services, etc., as needed.
• Monitor or advocate priority escalation on open support/enhancement tickets for timely resolution.
• Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations.
• Provide line of sight into upcoming renewal risk for territory - typically 12-18 months out.
• Facilitate renewal process with customer in partnership with Director of Contracts & Renewals – structure renewal options, product add-ons/upsell opportunities, etc., work with procurement to close renewal.
• Drive net new sales by leveraging the existing footprint relationship at each customer to expand the current license(s) and/or add new products and/or professional services.
• Identify Upsell leads within existing user base and partner with Account Executive
• Cross-sell into new areas of the organization (different division, line of business, etc.) where new relationships needed to be established.

Requirements and Qualifications:

• 5+ Years’ experience with managing “land-and-expand” account strategies in a customer interaction role.
• Bachelor’s degree in business or related field.
• Equivalent experience will be accepted in place of the education requirement.
• Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets preferred.
• Must be a self-starter, able to work autonomously and with minimal supervision.
• Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently.
• Ability to escalate customer issues by aligning and communicating with internal resources.
• Strong interpersonal skills and ability to work in matrixed organizations.
• Experience leading and executing customer meetings and events.
• Skilled in communicating with C-level suite of organizations.
• Results-oriented with a focus on customer satisfaction and retention.
• Demonstrated history of closing sales.
  

#LI-MD1

#LI-Remote