Enterprise Customer Success Manager
Greater NYC Area
2 weeks ago
Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and request.
Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment and performance measurement.
Protect existing revenue streams, identify and neutralize competitive threats.
Actively farm existing account base to identify new solutions or service opportunities and provide valuable account information and insight to support sales.
Build and execute an account specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions.
Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business units.
Conduct regular briefings on account status to senior management and other internal stakeholders.