Strategic Customer Success Manager (Partner Alliances)

United StatesReq #475

Tuesday, May 14, 2024

Who are we:

We’re Eptura™ — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

Role Overview:

As a Strategic Customer Success Manager (Partner Alliances) , you will own a book of business and own user adoption and customer/partner retention within these accounts. Your goals are to maximize growth and minimize gross churn. You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the sales teams and build solid relationships. You are comfortable with having difficult conversations with internal and external key stakeholders and will act as the first escalation point. You will keep your manager informed of at-risk customers/partners and suggest potential actions to get them back to health.

Responsibilities:

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.

• Meet and exceed net retention and gross churn targets for assigned accounts. Quantifying customer/partner business value; Help customers translate their business use cases into company solutions and communicate a clear ROI to the customer.

• Manage stakeholders effectively and build long lasting relationships to leverage during difficult times.

• Act as the primary post-sale contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.

• Deliver all identified touches in the customer/partner journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary) and log these into our CRM.

• Leverage and help inform health analytics to identify expansion opportunities, churn risks, and impacts on customer/partner satisfaction or value.

• Proactively identifying risks within your accounts and working with internal and external stakeholders to mitigate said risks.

• Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers/partners including Professional Services, Support, Account Executives, and Sales, as well as external stakeholders and business partners.

• Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.

• Assist the renewal and account management teams in all renewal activities as needed.

• Collaborate with Customer Marketing to grow a library of success stories, testimonials, and online reviews.

• Contribute as necessary to the success of CS operations projects that are address gaps within the customer/partner journey.

• Provide feedback and support to the enablement team in their new initiative as necessary.

• Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).

About you:

• Success is defined by customers/partners realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of projects.

• You are a customer-centric individual, obsessed with providing an excellent experience.

• You are comfortable with data management and identifying patterns.

• You welcome change in general, and new processes and tactics in particular.

• You enjoy continuous learning and seek to understand technology products from a user perspective.

• You follow industry trends and leverage these to further conversations.

• A solid understanding of metrics (Gross Retention, Net Retention, NPS, common Health score components).

• Strong skills in Excel and ability to analyze and interpret data.

• Keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell/upsell revenue.

Preferred Qualifications:

• Proficiency with industry tools and data sources such as Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight

• You have a strong understanding of Customer Success/Partner Alliances as an industry, and a practice, and have successfully managed a book of business.

• Results-driven with a strong background in Customer Success/Partner Alliances and/or other Customer Experience functions.

Benefits:

Health, Dental, Vision & Pet Insurance

• Dependent, Spousal and Domestic Partner coverage available

• Up to $1000 Company HSA Contribution

• Medical, Dependent Care and Limited FSA Accounts

Income Protection and Replacement - 100% Company Paid

• Short Term Disability

• Long Term Disability

• Life Insurance

Employee Assistance Program

Flexible PTO

401K with company match

Eptura Information:

• Follow us on Twitter | LinkedIn | Facebook | YouTube

• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world

Other details

• Pay TypeSalary

• Employment IndicatorRegular

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