Senior Enterprise Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
Has anyone ever told you that you’re a “people person” or their go-to for advice? Do you love thinking outside of the box to increase user adoption? Do you crave the responsibilities of guiding clients through a seamless onboarding experience, educating them on exciting (and frequent) new product features, translating data into ROI, advising clients on best practices, and building exceptional relationships? Well, then we've got the perfect role for you!
As a Senior Enterprise Client Success Manager, you’ll be a valued member of our MHQ Success team. You’ll serve as our clients’ primary business liaison – their go-to for all things “HomeSafe Connect” Applications! You’ll be responsible for guiding our clients through the onboarding, advising them on best practices, and, ultimately, achieving excellent value.
As the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. We are making technology so good that you won't move without it and out of the 12 million Americans who moved last year, 25% of them interacted with our technology; so we are busy!
About the Role
Onboard our Top Tier clients with the HomeSafe Connect solution, setting the stage for adoption, advocacy.
Act as a leader within the team to drive strategy, drive improved processes
Develop, test, and iterate on enterprise playbooks and engagement strategies
Successfully manage clients by serving as the trusted advisor and expand the client relationship by constantly reinforcing our value every day with key client stakeholders and executive sponsors.
Monitor and track customer progress in the customer journey and adoption in order to identify customers that require additional engagement
Monitor health metrics and log interactions using our CS tool, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive references
Educate clients on the Updater platform and provide them the training and tools to transfer knowledge to their teams.
Project manage and track progress on client-specific initiatives to help them reach their goals. Provide ongoing support, responding to their queries in a timely manner.
Proactively identify account risks and develop mitigation plans to resolve; coordinating across various internal teams to solve any problems that arise utilizing Updater’s internal tools.
Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value
Collaborate with our integrations team, organize data sets, and submit technical tickets.
Partner with internal teams, Support, Product and training to analyze trends and facilitate the creation of relevant training materials with our training team, be the point of contact with product to manage the CS feature requests.
Become an expert on the platform and best practices
Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Customer Success team.
About You
Empathy: you strive to see the world from your clients’ point of view in order to anticipate their needs
Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to alternate way of doing things
Strong communication: you're comfortable talking and presenting with various stakeholders including VPs, C-level execs, and on-site teams in the property management space
Comfortable with Ambiguity: you can effectively cope with uncertainty and make decisions on the basis of the information you have, even if that isn’t the whole picture
Client-facing experience: 5+ years in Client Success and/or Account Management
Experience working with VP and C-level execs within your book of business
Experience working within a SaaS or enterprise software-related field
Bonus Points For
Technical account management experience
Familiarity in the Real Estate space
Saas start-up experience
Salesforce/CRM/Gainsight familiarity
This posting is anticipated to remain open until October 12th, 2024. The new hire salary range for this position is $98,679 to $140,970 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.
About the job
Senior Enterprise Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
Has anyone ever told you that you’re a “people person” or their go-to for advice? Do you love thinking outside of the box to increase user adoption? Do you crave the responsibilities of guiding clients through a seamless onboarding experience, educating them on exciting (and frequent) new product features, translating data into ROI, advising clients on best practices, and building exceptional relationships? Well, then we've got the perfect role for you!
As a Senior Enterprise Client Success Manager, you’ll be a valued member of our MHQ Success team. You’ll serve as our clients’ primary business liaison – their go-to for all things “HomeSafe Connect” Applications! You’ll be responsible for guiding our clients through the onboarding, advising them on best practices, and, ultimately, achieving excellent value.
As the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. We are making technology so good that you won't move without it and out of the 12 million Americans who moved last year, 25% of them interacted with our technology; so we are busy!
About the Role
Onboard our Top Tier clients with the HomeSafe Connect solution, setting the stage for adoption, advocacy.
Act as a leader within the team to drive strategy, drive improved processes
Develop, test, and iterate on enterprise playbooks and engagement strategies
Successfully manage clients by serving as the trusted advisor and expand the client relationship by constantly reinforcing our value every day with key client stakeholders and executive sponsors.
Monitor and track customer progress in the customer journey and adoption in order to identify customers that require additional engagement
Monitor health metrics and log interactions using our CS tool, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive references
Educate clients on the Updater platform and provide them the training and tools to transfer knowledge to their teams.
Project manage and track progress on client-specific initiatives to help them reach their goals. Provide ongoing support, responding to their queries in a timely manner.
Proactively identify account risks and develop mitigation plans to resolve; coordinating across various internal teams to solve any problems that arise utilizing Updater’s internal tools.
Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value
Collaborate with our integrations team, organize data sets, and submit technical tickets.
Partner with internal teams, Support, Product and training to analyze trends and facilitate the creation of relevant training materials with our training team, be the point of contact with product to manage the CS feature requests.
Become an expert on the platform and best practices
Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Customer Success team.
About You
Empathy: you strive to see the world from your clients’ point of view in order to anticipate their needs
Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to alternate way of doing things
Strong communication: you're comfortable talking and presenting with various stakeholders including VPs, C-level execs, and on-site teams in the property management space
Comfortable with Ambiguity: you can effectively cope with uncertainty and make decisions on the basis of the information you have, even if that isn’t the whole picture
Client-facing experience: 5+ years in Client Success and/or Account Management
Experience working with VP and C-level execs within your book of business
Experience working within a SaaS or enterprise software-related field
Bonus Points For
Technical account management experience
Familiarity in the Real Estate space
Saas start-up experience
Salesforce/CRM/Gainsight familiarity
This posting is anticipated to remain open until October 12th, 2024. The new hire salary range for this position is $98,679 to $140,970 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.