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Customer Success Manager - Enterprise πŸ”₯


Bigtincan is an AI-powered Sales Enablement Automation Platform that adapts to your sales process, delivering the right content for selling, training, and coaching at scale for all your teams and across all devices.
Since our inception in 2011, Bigtincan has grown into a global company headquartered in Waltham, Massachusetts with offices in London and Sydney, Australia. We’ve partnered with Apple, AT&T, and other technology leaders and are used by the largest, most successful companies in the world such as, Exxon, Titleist, Guess Jeans, and Amazon, to accelerate their sales and marketing initiatives. Our award winning platform is recognized by Gartner as the only solution in their Sales Engagement Platform category to meet all of their feature requirements.
We're growing our team and looking for passionate individuals interested in working in a collaborative, energetic environment. Our Customer Success Manager is key to delivering a world class customer experience.
This individual will provide support in all stages of the customer journey including sales handoff, onboarding, value realization, growth and renewal. They will collaborate with teams across functions and will be the voice of the customer to ensure customer and company success.
Requirements

CSM Responsibilities
Be passionate about customer success and establish yourself as a trusted advisor for customers
Onboard new clients, so they are set up for success, continually provide proactive strategic advice and guidance, respond to client questions in a timely manner, and provide Bigtincan best practices to ensure clients are achieving their business goals.
Act as a consultant, drawing upon past and peripheral experiences, while delivering, developing, and sharing industry best practices.
Monitor customer health, engagement and overall product utilization and work across teams to develop methods to increase customer health.
Keep customers up to date on product releases and new features.
Support business review meetings and provide ideas that will lead to optimization, increased value, growth, renewal and advocacy.
Identify products and services to grow existing accounts and work with Account Managers to introduce the opportunity to upsell/cross-sell.
Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner
Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
Project manage support challenges between customer and support to ensure resolution of trouble tickets.
Assist in the development of best practices and help maintain clear documentation for all internal processes and customer training.
Maintain SFDC Opportunity/Account records & attach relevant documents.
Travel as needed for customer meetings and conferences. Preferred Experience & Skills
3+ years of SaaS account management, onboarding, or customer success experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
Experience explaining how to reach key goals using software with end users
A track record for creative problem solving for customers and end users.
Experience in advising customers on marketing, training and sales enablement strategy.
Experience handling support escalations
Thrives in startup environment & working remote
Excellent organizational and project management skills.
Excellent communication skills via phone, video conference and email.
Curious and eager to learn. Able to adapt in a quickly changing environment
Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
Track record managing customer relationships through Salesforce or similar CRMs
Experience using sales enablement and LMS software is a plus.

Benefits
Bigtincan is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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