Customer Success Manager I

Overview:

You will serve as the customer’s internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic’s webinars and client events. A successful candidate must be comfortable engaging and developing trusted advisor relationships with c-level executives and cross-organisational teams tied to the client’s Sales Enablement strategy.

Who you are::

• Possess a strong sense of ownership and takes pride in all that you do
• Comfortable in dynamic environments with changing priorities
• Skilled at managing multiple responsibilities while striving to exceed expectations
• Displays a sense of humor and humility during those challenging times
• Self-starter with the ability to manage multiple projects simultaneously
• Ability to effectively prioritise and escalate customer issues
• Ability to adapt to a rapidly changing environment

What you'll be doing::

• Building a Trusted Advisor relationship at all levels, from practitioner to C-level, in your accounts, helping to ensure renewals and uncover opportunities for cross-sell/upsell
• Consulting with client stakeholders to understand their business strategies and goals as well as their objectives for using Seismic, finding ways to align the two, and ensuring Seismic delivers value against agreed success criteria whilst communicating this value/ROI throughout the customer lifecycle
• Leading regular business reviews in which you make data-driven recommendations for how to increase value and platform adoption for your accounts
• Providing account transparency by tracking client data in Gainsight, our Customer Success application, and using this data to identify, forecast, and mitigate risks proactively
• Providing regular product roadmap updates, ad-hoc troubleshooting, ongoing training for existing customers and other services and support activities as required.
• Leading the contract renewal process and identifying and nurturing expansion opportunities in coordination with Sales
• Partnering with Sales and Marketing to grow Seismic’s presence and brand in the APAC region

What you bring to the team::

• Bachelor’s Degree in Business Administration, Engineering, Computer Sciences or related field required.
• 4+ years of experience in a client/stakeholder management role, preferably in SaaS
• Commercial savvy and an understanding of the SaaS sales and renewal processes
• Experience working with complex, multi-divisional, multi-geographical customer accounts
• Executive presence and excellent communication abilities
• Ability to create structure in ambiguous situations, design effective processes, and prioritise ruthlessly
• Passion for technology and for being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

What we have for you::

At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.

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