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Customer Success Manager 🔥


About the Team:

AppDirect is rapidly expanding and looking to bring on a communicative, collaborative, and dedicated individual to work as a Customer Success Manager for our fast-growing technology company. As a member of our team, you will be responsible for developing relationships with senior level contacts to drive success through optimal use of the AppDirect Platform for our customers.

We look for entrepreneurial spirit and those who bring experience from well-established tech companies. You have a reputation for integrity, accountability, and responsibility, and are a strong team player. You have experience in channel, program management, product management, and/or account management, and look to work with Fortune 100 service providers.

About You:

The Customer Success Manager is responsible for establishing and maintaining a trusted advisor relationship with our customers that will result in overall customer satisfaction, product adoption, and retention. The Customer Success Manager partners with our customers post-sales to drive best practice adoption and use of our platform to achieve maximum value of its implementation. The anticipated outcomes include supporting customers to achieve their success performance goals, identifying revenue expansion opportunities, increasing customer satisfaction and overall customer health scores.

What you'll do and how you'll make an impact:

  • Execute growth plans with assigned customers to expand consumption of existing offerings and demand for new offerings. 
  • Develop industry and product expertise in order to advocate best practices. 
  • Serve as platform functional expert to drive optimal use and maximize effectiveness and adoption relevant to business needs. 
  • Conduct Quarterly Business Reviews (QBRs) which include building an account-specific “success plan” inclusive of customer objectives, stakeholders, milestones, risks and key success metrics needed to achieve them. 
  • Identify growth and upsell opportunities within the account and drive those to execution
  • Work closely with Professional Services to qualify customer requests. 
  • Establish and strengthen professional relationships with key decision-makers, including executive sponsors in assigned customers. 
  • Collaborate effectively with the account team on overall account dynamics and strategic opportunities to help customers achieve a best in class experience. 
  • Opportunity to travel to client locations (travel 20%) based on Covid restrictions.

What you'll need:

  • Eagerness and ability to tune, tweak and improve a rapidly evolving client engagement process.
  • Strong business acumen, especially around subscription commerce.
  • Consistent record as a top performer in customer success, program management, and/or account management requiring ownership and execution of complex, client-facing enterprise programs with senior internal and external stakeholders.
  • 3 to 5+ years of experience leading ongoing customer relationships with Fortune 100 Technology companies.
  • Established reputation as high integrity, top performer working for, or with large enterprise customers.
  • Ability to navigate, master, and evangelize an evolving software product ecosystem to our clients and partners.
  • Excellent communication skills in written and spoken English.

Assets:

  • Experience with SaaS and working with partners like Microsoft, Gainsight, DocuSign, Dropbox, Zendesk, etc.
  • Previous eCommerce and/or marketplace management experience is a plus.

About AppDirect:

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

 At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: link: https://www.appdirect.com/about/privacy-notice [1]


  1. https://www.appdirect.com/about/candidate-privacy-notice

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