eMomentum
Interactive Systems
Vacancy: Account Manager
Position
Overview: Given our business model, where our customers pay us over time,
Customer Success is absolutely vital to our long-term profitability.
We
will not be successful unless our customers are receiving massive value from
our service.
This
role includes responsibilities for Customer Success activities (e.g.,
on-boarding, support, services, adoption, advocacy, retention, etc.) and
outcomes (e.g., renewals, up-sell, etc.).
Responsibilities:
- Drive
Customer Success Outcomes
- Increase
renewal rates and reduce churn
- Expand
our revenue in accounts through cross-sell and up-sell
- Influence
future lifetime value through higher product adoption, customer
satisfaction and overall health scores
- Drive
new business growth through greater advocacy and reference-ability
- Define
and Optimize Customer Lifecycle
- Map
customer journey
- Develop
listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize
interventions for each point in journey
- Define
segmentation of customer base and varying strategies
- Identify
opportunities for continuous improvement
- Learn
from best practices in industry
- Manage
Customer Success Activities
- Onboarding
- Training
- Professional
Services
- Customer
Support
- Customer
Success Management
- Renewals
- Cross-sell
/ Up-sell
- Advocacy
- Measure
Effectiveness of Customer Success
- Define
operational metrics
- Establish
system for tracking metrics
- Expose
subset of metrics to executive team, company and board
- Foster
collaboration within team and across customer lifecycle
- Enhance
Effectiveness and Efficiency Through Technology
- Support
systems
- Customer
marketing software
- Reference
and advocacy solutions
- Customer
Relationship Management platform
- Inspire
Customer Success Across Company
- Create
company-wide culture of Customer Success
- Align
with Marketing around marketing to existing clients
- Align
with Product around driving product roadmap
- Align
with Sales around cross-sell and up-sell and focus on selling with a
retention focus
- Align
with Finance around measurement and forecasting
- Align
with Executive Team around key metrics and objectives
- Drive
company-wide definition of ideal customer
- Create
company-wide customer feedback loop
Required
Experience / Skills:
- 1+
years experience in a customer-facing organizations
- Ability
to manage influence through persuasion, negotiation, and consensus
building
- Ideally
combined background of post-sale and sales experience
- Strong
empathy for customers AND passion for revenue and growth
- Deep
understanding of value drivers in recurring revenue business models
- Analytical
and process-oriented mindset
- Demonstrated
desire for continuous learning and improvement
- Enthusiastic
and creative leader with the ability to inspire others
- Excellent
communication and presentation skills
- Relevant
Bachelor’s degree; preference for computer science or related degrees