Senior Customer Success Manager

WHAT YOU'LL DO Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers Be your customers’ main point of contact and trusted advisor at Braze Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze Proactively analyze your customer product usage to identify opportunities and risks to account health Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews. Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze. In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity. Act as a point of escalation for customers Provide mentorship to junior colleagues You will likely spend time onsite with customers and may travel internationally. Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role. WHO YOU ARE You are an established customer success professional who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name brands across the region. You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly You’re known for being a “team player.” We just can’t emphasize this enough You build great relationships with colleagues and customers You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others You have a proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities You have excellent time management skills, ideally you have significant project management experience and/or formal certifications (PMP, Agile, etc). You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc). 3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

You will partner with Account Executives to drive client renewals and retention targets while being the main point of contact for your customers. Additionally, you will analyze product usage, advocate for customers, and provide education to maximize product usage.

The ideal candidate has 3-6 years of experience in customer success or related fields and possesses strong communication and project management skills. A proven track record of managing complex accounts and a high level of intellectual curiosity are also essential.

• Analyse de donnéesSouhaitée
• Gestion de projetSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success
• Account Management
• Communication
• Project Management
• SaaS
• Mobile
• APIs
• Marketing Automation
• Analytics
• Technical Support
• Customer Advocacy
• Relationship Building
• Strategic Guidance
• Feature Adoption
• Problem Solving
• Time Management

• Customer Service & Support
• Management & Leadership
• Sales
• Technology

Expérience minimale

5+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Mode de candidature

La candidature directe est offerte