We’re looking for a Sr Customer Success Manager to join our growing team to cover our strategic customers. Ideal candidates for this position are highly versed in the data domain, AI, and relish the challenge of navigating through complex organizational dynamics assuring maximum customer value. A successful candidate will have a penchant for identifying challenges and opportunities early and feel comfortable leading the effort to great results. This role reports to the company’s Chief Data Scientist.
What you’ll do:
- Deploy Standardized Engagement Models: Deploy standardized engagement models across customer assignments, ensuring clarity for both customers and internal teams.
- Promote Process & Best Practice Optimizations: Promote best practices, deploy playbooks, and processes to ensure consistency and scalability of company AI and Quantum service offerings. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational efficiency and value.
- Customer Retention & Growth: Partners with customers to understand their business objectives, identifying opportunities and aligning products and services to agreed-upon customer outcomes and priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where we can improve and provide added value to maximize retention and minimize churn.
- Customer Relationship Management: Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health, using partnerships with other team leaders leading orchestration across internal/external stakeholders. Develops a trusted advisory role with customers, communicating project status, success/challenges, process improvement opportunities, and serving as an internal voice of the customer.
- Risk Mitigation: Proactively identifies, monitors, and mitigates actual and potential blockers related to contract entitlements and mobilizes resources to address actual and potential blockers to ensure delivery of key outcomes related to customer retention and growth.
- Cross-Functional Collaboration: Collaborates partnership between the delivery team and customer internal teams to drive synergies and optimize customer outcomes.
What you’ll bring:
- 5+ years in customer success, technical account management, system engineering, or managing a portfolio of large enterprise accounts
- Background in data analytics, machine learning and artificial intelligence. Additional value if background includes privacy, data governance, or information security as either customer or vendor.
- Demonstratable ability to consult and lead is a strong plus.
- Proven experience working in the Saint Louis or Southern Illinois area for at least 3 years.
- Demonstrated ability to address customer’s needs and provide appropriate best practices
- Proven track record of driving adoption and identifying/remediating risk to drive renewal, cross-sell and upsell
- Deep understanding of value drivers in recurring revenue business models
- Familiarity with on-premise and/or cloud data landscape
- Outstanding interpersonal communication, customer relationships, and executive presentation skills
- Excellent organizational skills and ability to multitask in a fast-paced startup environment
- Demonstrated analytical and problem-solving skills, particularly those that apply to a big data environment
- BS/BA degree
- Ability and desire to develop customer relationships to foster trust and collaboration.