Senior Customer Success Manager, Enterprise
vor 22 Stunden
What You Bring to Our CampCulture Amp is a fast growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers.To get there, you'll bring a strong passion for collaborating with and helping others be successful, be it your customers or teammates.You will get creative with solutions, demonstrate perseverance, as well as work with others to achieve a lot more than you could on your own.Your life experiences and knowledge will be unique, you'll be encouraged to participate and bring diversity of thought to Culture Amp.Your background could be in a customer-facing role at a SaaS company such as Customer Success, Support, Account Management, or even first-hand experience in HR, which would mean you are able to build empathy and become a trusted advisor to your customers.Your role at Culture AmpPartner with our Enterprise customers (1K+ employees) to advance their employee feedback & performance strategy.Lead strategic conversations with a customer and their Executive team (CPOs, Heads of People, Org Development, etc.) alongside a People Scientist or Account Manager, leveraging your knowledge of key People and Culture topics to advise companies on their people strategies.Facilitate effective conversations, uncover customer needs, and scope the appropriate survey configuration while coaching their project management to ensure success.Proactively drive product adoption, retention, and ultimately business outcomes across our Enterprise customers.Enable customers to use the platform and the broader domain of people and culture.Plan your meetings and build customer value based on your own approach and strategy (with support and guidance).Ensure customer success through collaboration with Product Support, Account Management, People Science, Marketing & Product.Reset expectations with customers by having challenging conversations when appropriate.Access world-class CS Tools, such as collaborative email tools, a dedicated Customer Success management tool, CRM, Zoom, Slack, and G-Suite.Nurture and track renewal success and customer value in the CRM, connecting with peers and communicating openly to track relevant information.Advance customer voice by providing feedback to the Product and Engineering team on where we can improve the platform to better solve our customers' challenges.Contribute to and lead continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e., be a 'Learn-it-all' not a 'Know-it-all').After 3 months you'll:Take ownership of your own Book of Business of key Enterprise customers in APAC, working collaboratively in our local Enterprise Customer Success team to ensure a smooth launch & ongoing high-quality customer experience for our strategic customers.Facilitate delivery of key customer journey points (Partnership Kick-Off, Feedback Strategy Review (Business Reviews), Project Meetings, Trainings, etc.).Have learned the core elements of the product (employee feedback, performance & development).Build internal relationships crucial to the successful delivery and retention of accounts across customer and product teams.Contribute to and collaborate on projects, such as partnering with other teams to support our growth.
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Senior Customer Success Manager, Enterprise
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