Enterprise Customer Success Manager- Texas

Smartsheet Austin , TX 78719

Posted 11 months ago

Smartsheet is looking for a proven Customer Success Manager to manage a set of large strategic accounts and drive customer satisfaction, application engagement, customer retention, and growth. You will serve as a key point of contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. The ideal candidate should have a proven track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement, technical leadership, and outstanding communication skills.

This vital role is part of our Strategic Accounts Customer Success Team and would be based in the Austin or Dallas area, working out of a home office.

Responsibilities:

  • Perform initial on-boarding of accounts with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifecycle

  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

  • Serve as the Smartsheet subject matter expert (SME) providing guidance to enable customers to drive impact and increase collaboration across their organization and with external parties

  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account

  • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet

  • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction

  • Serve as the primary interface to manage and resolve critical situations

  • Work closely with the Sales, Training and Professional Services teams identify new opportunities to expand customer use of Smartsheet

  • Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed

  • Exceed all performance targets, including maintaining high retention and growth rates

Requirements:

  • Customer Success or Account Management experience, preferably for a SaaS software company

  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical personnel in large enterprises

  • Ability to build credibility and trust by understanding customer requirements and addressing needs

  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base

  • Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and technical elements

  • Outstanding multi-task task management skills across a varied set of responsibilities

  • Proven ability to succeed in a fast-paced, dynamic and high growth technology environment

  • Willing to travel periodically based on customer and business need

  • Bachelor's degree in a relevant field is highly preferred

About Smartsheet

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

Our Culture

Smartsheet is a place where people love what they do and are empowered to do their best work every day. We support one another and achieve our goals as a team, not as individuals. Each person, at every level, gets to have an impact.

Our Values

Honest: Be truthful and do what is right

Authentic: Be real and challenge directly

Driven: Operate with urgency and focus on results

Innovative: Develop new ideas and think creatively

Effective: Deliver quality

Supportive: Be kind and help each other succeed

Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Enterprise Customer Success Manager Austin

Dataiku

Posted 2 days ago

VIEW JOBS 2/14/2020 12:00:00 AM 2020-05-14T00:00 Dataiku's mission is big: to enable all people throughout companies around the world to use data by removing friction surrounding data access, cleaning, modeling, deployment, and more. But it's not just about technology and processes; at Dataiku, we also believe that people (including our people!) are a critical piece of the equation. Drive Dataiku's growth as part of our Customer Success team The Dataiku Customer Success Manager is responsible for serving a portfolio of large enterprise accounts. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku's software & services. The Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention. Key Responsibilities: * Actively serve a portfolio of assigned accounts including some of the world's leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology * Gain an understanding of client's use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku's Data Science Studio (DSS) & Services * Help clients translate the business use cases they're trying to crack into data science solutions * Partner with Dataiku Implementation Managers and Data Scientists to ensure successful deployment and engagement with DSS * Provide guidance to customer organizations on how to leverage DSS to implement data science projects from design to production * Implement customer engagement strategies including consistent Executive Business Reviews * Leverage Customer Health analytics to identify customer expansion opportunities & churn risks * Collaborate with Dataiku's Sales team to expand customer relationships & ensure renewals * Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources * Collaborate with Marketing to grow library of customer testimonials * Inform customers of Dataiku's Product roadmap & provide continuous customer feedback to Dataiku's Product team * Stay current customers on Dataiku's products, competitive landscape & data science trends * Embrace & contribute to Customer Success team methodologies Core Skills & Talents * Passion for serving large organizations and for data science * Strong verbal/written communication & presentation skills; extraordinary listening skills * Comfort establishing credibility with key customer decision makers & influencers * Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts and IT * Strong problem solving & analytical skills; formulate solutions that deliver real business value * Ability to recognize & maximize new business opportunities * Well organized; handle multiple accounts & assignments simultaneousl * A commitment to exceed goals that is internal, constant & self-imposed. Qualifications: * B.S. or B.A. in business management, finance, economics, data science or similar study. MBA, Masters in Computer Science or similar degree preferred * Working knowledge of databases and big data technologies such as Hadoop and Spark preferred * Validated results in prior role * At least 5-15 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science * Ability to travel up to 40% of the time Expected Outcomes * Increased depth & breadth of product adoption across customer accounts * Identification of additional revenue opportunities for Dataiku Sales team * High revenue retention with limited churn & downsells * Verifiable customer proof points, references and case studies across customer portfolio * High NPS & Customer Satisfaction score Benefits * Opportunity to join Dataiku early on and help scale the company * Competitive compensation package, equity, health benefits, and paid vacation * Trips to Paris (our European HQ) * Opportunity to work with a smart, passionate and driven team * Dataiku has a strong culture based on key values: Ownership, Passion, Autonomy and Friendliness To fulfill its mission, Dataiku is growing fast! In 2019, we achieved unicorn status, went from 200 to 400 people and opened new offices across the globe. We now serve our global customer base from our headquarters in New York City as well as offices in Paris, London, Munich, Amsterdam, Denver, Los Angeles, Singapore, Sydney and Dubaï. Each of them has a unique culture, but underpinning local nuances, we always value curiosity, collaboration, and can-do attitudes! Dataiku Austin TX

Enterprise Customer Success Manager- Texas

Smartsheet