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5 Aug 2020

Full-Time Senior Customer Success Manager Strategic

rlopez – Posted by rlopez San Francisco, California, United States

Job Description

About The Role

Compology is looking for a Senior Customer Success Manager to own the post-sale relationship with Compology’s highest value customers. Our clients are spread across 43 US states, every Canadian province and Mexico and range from the largest publicly traded waste hauling and freight companies to small mom and pop shops. This role will work cross functionally with our Sales, Operations and Engineering Teams to make sure we’re exceeding all of our clients expectations after they’ve joined the Compology family. The Senior Customer Success Manager is responsible for owning our strategic customer relationships by establishing and managing the customer program, by driving customer adoption and success through strategic management, adoption recommendations, and building customer relationships. The success of this role means a successful customer program launch, high customer satisfaction, retention and expansion of Compology strategic customers.

Responsibilities / Key Role Objectives

  • Build and lead a flawless customer program from the ground up including planning requirements with internal stakeholders and ushering program through its entire lifecycle.
  • Drive Compology value recognition: Own overall relationship of strategic customer account, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, ensuring retention and supporting up-sells and expansion initiatives.
  • Establish a trusted/strategic advisor relationship with each customer by building long-term relationships with customers and deeply understanding their strategy and goals.
  • Conduct frequent business reviews with strategic customer to determine customer satisfaction and identify opportunities for improvement and product use expansion.
  • Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
  • Make users love Compology by proactively coaching and guiding customers to engage in best practices that enable them to succeed with the Compology platform.
  • Partner with internal Compology stakeholders (e.g. product, sales, operations) to align account activities with the customer’s business case and strategy.
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all Compology functional areas.

Qualifications, Skills, & Abilities / About You

  • At least 7 years of experience in Customer Success or Account Management with a demonstrable track record managing strategic customers directly, renewing and growing a $4M+ book of business generated by one or two key accounts.
  • Demonstrated organizational and program management capabilities with an ability to initiate and execute complex, cross-functional projects with shifting priorities and minimal guidance.
  • You have the ability to understand complex technical requirements and craft solutions across multiple products.
  • You are organized, detail, process oriented, sharp, self-motivated, and proactive.
  • You are a clear and direct communicator with strong presentation skills.
  • You enjoy operating in an often ambiguous and fast-paced environment and can navigate complex corporate and political structures.
  • You have a sophisticated commercial sense and understanding of underlying drivers and strategy of our user’s businesses.
  • Have a sense of urgency and a no-excuses mindset to make things happen efficiently.
  • Can balance tactical day-to-day work with thoughtful big picture strategic thinking.

Bonus Points

  • You’ve worked with or for industrial IoT companies.
  • Basic SQL or ability to query a database

How to Apply

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Job Categories: LGBT. Job Types: Full-Time. Salaries: 100,000 and above.

Job expires in 7 days.

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