Customer Success Manager

 

Position Description

The Customer Success Manager maintains and expands relationships with existing Enhesa Enterprise customers. He/she manages a book of business that requires yearly renewal and growth, he/she will be responsible for achieving sales figures and assigned account objectives. He/she represents the entire range of company products and services to assigned customers, while leading the customer account planning and ensuring customers’ needs and expectations are met.

 

Core Responsibilities

Maintain and develop professional relationships with existing clients

Ensure client satisfaction and loyalty. Build relationships with key Client personnel, decision makers, stakeholders and buyers. Be the central Point of Contact of Enhesa’s customer base. Capture, report and act on customer feedback.

 

Proactively assess, clarify, and validate customer needs on an ongoing basis

Be curious, prepare and ask questions about the customer’s needs and business processes as well as provide knowledge of our applications to the customer; uncover roadblocks, and deliver strong account guidance.

 

Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary Enhesa personnel

Be a liaison between the client and Enhesa, mitigate client crisis situations by properly delegating and communicating internally with Enhesa support teams while maintaining clear communication with the client. Represent the Enhesa Team in cross-functional sounding boards/ projects And co-drive decisions to preserve and enhance client satisfaction and enable business growth.

 

On-boarding clients

Responsible for project managing the on-boarding of clients to the Enhesa services. Facilitate the communication between the Client and Enhesa's support Services (Client Services, Expert Support Services, etc.). Maximizing product usage and enhancing client satisfaction incl. NPS scores.

 

Manage and own contract renewals and growth opportunities

Own and negotiate contract renewals and addendums for growth opportunities. Ensure the client uses their contracted services and derive value from them related to their objectives. Organize and lead quarterly business reviews with the client, involving other Enhesa departments, to review and plan activities and value provided tho the client. Provide transparency, control and predictability on the opportunities pipeline and forecasted revenue. Identify opportunities for enhancements of GTM Strategy and roll-out of new products. Overall management of a book of business greater than roughly €4+ million.

 

Support the team internally

Assist other CSM’s with personal development, training, onboarding, learning internal tools and navigating the proper channels internally.

 

Participate in Tradeshows and Conferences

Represent the team at certain industry or partner events to strengthen personal interactions and relationships with your own or your colleague’s accounts.

 

Requirements

Bachelor’s degree in business, communications, marketing or similar field of study from an accredited university required.

Experience

• 2-4 years of demonstrated experience in managing existing accounts in a business-to-business environment in the Software, SAAS, IT, insurance, engineering, financial services or consultancy industry.

• Experience in executing sales and account plan-based strategies for current clients.

• Demonstrated ability to achieve annual growth targets and client satisfaction.

• Project management/ cross functional collaboration

 

Technical Skills

• Office Suite

• Problem solving

• Language Skills

• CRM

• Internal tools: Jira, Confluence, SharePoint