Role And Responsibilities
The Enterprise Customer Success Manager will be responsible for the long-term success, value and retention of their 1E customer portfolio, strengthening and managing the partnership between customers and 1E. They will be responsible for interacting with customers regularly to build relationships, drive adoption, provide awareness to all available 1Es resources. Through collaboration, they will educate customers to achieve their business goals and maximize value from their investment with 1E.
The Enterprise CSM is the primary point of contact for escalations and is responsible for working in collaboration with a team of Customer Success Architects, Account Directors, Executives, and other cross-functional teams, focused on helping our customers achieve their business goals.
- Support and engage with 1E customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, advocacy
- Guide new customers through a defined implementation and onboarding process
- Consult during the onboarding process as to best practices and ensure customers receive value from 1E
- Formulate ongoing meeting cadence with assigned portfolio
- Become customers trusted advisor and advocate within 1E
- Understand customers DEX strategies across their business and effectively articulate additional improvements and / or new strategies
- Identify proactive opportunities to work with and provide value to customers
- Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assist as an escalation point of contact
- Work with 1Es Customer Solution Architects to determine appropriate services for upgrades, migrations, deployments and / or maintenance
- Work with the billing team to assist with the remediation of past due balances
- Conduct regular business reviews within your accounts showcasing value and learning about business goals and priorities
- Encourage customer participation in 1E initiatives (Webinars, Roadshows, Product Feedback, BETA Programs etc)
- Responsible for measuring, managing, and improving customer health, engagement, and value realization
- Co-ordinate with Account Directors to ensure the upgrade, migration and / or growth of the customer portfolio
- Articulate growth plans, expectations and successes; documented and tracked within success plans
- Maintain and regularly update relevant Customer Success business tools with customer data and information
- Effectively communicate customer needs to other parts of the business, and act as a customer
- champion within the company
- Work collaboratively and influencing other departments to promote customer satisfaction success
- Manage and maintain customer portfolio in achieving 1Es company Net Retention goals
ATTRIBUTES
- Always represent 1E in a knowledgeable and professional manner
- Possess a mix of technical acumen, intellectual curiosity and interpersonal relationship building skills
- Excellent time management and organization skills
- Ability to develop and maintain C-Level relationships
- Ability to deliver custom ROI analysis for your customer portfolio
- Comprehensive understanding of customer success principals
- Understand and articulate 1E best practices
- Can speak to new features and quickly speak to new releases
- High attention to detail
- Initiative and desire to work successfully in a fast-paced, small-team environment providing the highest level of customer service and ensuring customer satisfaction
- Communicates effectively at all levels with confidence
- Creates persuasive, clear and concise emails and presentations for various audiences with minimal guidance
- Ability to understand required outcomes and adapt to changing processes
- Proficient in identifying and understanding complex business needs as it relates to 1E.
1E are the innovators in Digital Employee Experience (DEX) that supports the work from anywhere enterprise, so employees are secure, supported, and productive wherever they want to be. To accelerate our ambitious international growth plans and help even more IT organizations, 1E recently joined The Carlyle Group, a global investment firm, so there’s never been a better time to join our growing organization.
PERKS:
- Highly competitive salary plus commission
- Flexible working (make work fit your lifestyle)
- Be part of a truly diverse workforce
- We’ve redesigned our business to be a fully WorkFromAnywhere organization, and we’re committed to that – forever and ever
- Set up your own WFH workstation (we’ll even get you your chair, desk, headset etc)
- 25 days holiday + bank holidays
- 5% Pension Plan
- Annual Bonus Scheme
- Wellness and engagement programs
- Training, support, and personal development programs (EAP)
- Life Assurance
- Private Healthcare option through BUPA
- Long service sabbatical/Bonus
At 1E, we reimagine how technology serves people and we create new ways for IT to shape the future of work. Improve digital employee experience (DEX), tighten security, reduce costs, and evolve IT Operations from cost center to strategic enabler. Work Wonders™ with 1E.