Strategic Customer Success Manager

il y a 2 jours


NeuillysurSeine, Île-de-France MicroStrategy Incorporated Temps plein
Job Overview

As a Strategic Customer Success Manager at MicroStrategy Incorporated, you will play a critical role in driving business growth and customer satisfaction. This position requires a unique blend of business acumen, technical expertise, and exceptional communication skills.

Key Responsibilities
  • Customer Onboarding
    • Develop and implement customized onboarding plans to ensure seamless integration of our solutions.
    • Collaborate with cross-functional teams to ensure timely and successful deployment.
  • Account Management
    • Build and maintain strong relationships with key decision-makers and stakeholders.
    • Conduct regular business reviews to understand evolving needs and challenges.
    • Identify opportunities for upselling and cross-selling our products and services.
  • Customer Advocacy
    • Develop and execute strategies to promote our brand and solutions through customer testimonials and case studies.
    • Collaborate with sales teams to identify and pursue new business opportunities.
  • Product Training and Education
    • Design and deliver training programs to ensure customers are fully utilizing our solutions.
    • Stay up-to-date on industry trends and emerging technologies to inform product development and improvement efforts.
  • Issue Resolution
    • Act as a liaison between customers and internal teams to resolve issues and concerns in a timely and professional manner.
    • Escalate critical issues to ensure prompt resolution.
  • Renewals and Upselling
    • Develop and execute strategies to ensure timely renewals and maximize revenue growth.
    • Collaborate with sales teams to identify and pursue new business opportunities.
  • Customer Feedback and Insights
    • Collect and analyze customer feedback to inform product development and improvement efforts.
    • Advocate for customer needs and priorities within the organization.
  • Metrics and Reporting
    • Develop and maintain key performance indicators (KPIs) to measure customer success and satisfaction.
    • Provide regular reports to stakeholders on customer engagement, satisfaction, and product usage.
Requirements
  • Education
    • Bachelor's degree in business, marketing, or a related field.
  • Experience
    • 10+ years of experience in a customer-facing role, preferably in customer success, account management, or sales.
  • Skills
    • Strong communication and interpersonal skills.
    • Excellent project management, problem-solving, and conflict resolution abilities.
    • Familiarity with SaaS products and the technology industry.
    • Ability to work collaboratively with cross-functional teams.
    • Results-oriented with a focus on customer satisfaction and retention.


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