Strategic Customer Success Manager
Grokker is seeking a Strategic Customer Success Manager to work closely with current customers as a trusted advisor to deeply understand their unique company challenges and goals. You will consult with customers using the Grokker platform, products and services to evangelize solutions to help them reach their business goals.
Reporting to the Vice President of Customer Success, and working closely with cross-functional teams, you will be critical to the management of enterprise-level, strategic accounts in order to help drive a high level of customer satisfaction, product use, customer retention, and help to increase customer spend. This role will be evaluated based on the degree of product utilization, customer referenceability, expansion dollars obtained, and contract renewals achieved.
What you'll do
● Develop long-term strategic relationships with key accounts.
● Perform initial onboarding of accounts with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the entire customer lifecycle, resulting in renewal and expansion within your Book of Business.
● Establish relationships with important Directors and Executives to secure renewal and guide further product adoption; serve as strategic advisor, and handle overall responsibility for managing the customer relationship, health, and risk, from end-to-end once the sale is made, including keeping the customer informed of all product updates.
● Navigate large, complex organizations with various levels of platform adoption; create ongoing touch points to engage with individual contributors, champions, and key decision makers.
● Perform quarterly customer success reviews that confirm satisfaction, resolve challenges, and expand usage throughout the account.
● Build out customer-centric account plans that align products and services to customer goals and success criteria
● Proactively partner with customers on an ongoing basis to drive optimal results – understand and explain performance data, provide content strategy consultation, deliver product training, develop change management programs to drive product adoption
● Monitor and drive account health and adoption with customers for overall success
● Foster and accelerate strong client satisfaction to develop customer champions, awareness and referenceability.
● Serve as the voice of the customer, provide feedback to the product and customer success teams to influence the product roadmap and our customer servicing strategy
● Develop and maintain extraordinary relationships with existing clients to ensure their satisfaction and retention while helping to grow our incremental revenue.
● Working closely with the marketing team to initiate and participate in the development, implementation, communication and monitoring of Customer Success Stories (Case Studies, Speaking Engagements, Quotes for articles or releases, etc).
● Work collaboratively across business functions to ensure customer needs are met
● Organize and execute open enrollment strategy, health fairs, and employee education meetings as required
● Maintain current and accurate account information and contact information within SalesForce
Experience & Requirements
● Bachelor's degree or equivalent
● 5+ years of Customer Success, Account Management or Consultative Sales experience and proven ability to succeed in a fast-paced, dynamic and high growth technology environment.
● Proven experience renewing and expanding six figure contracts.
● Able to quickly establish proactive, value-driven, high-touch relationships with your customers to understand, document and align customer strategies, business objectives, processes and outcomes.
● Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment, maintaining executive presence and confidence in communicating with technical, business, and C-level stakeholders.
● Able to function in a high volume, forever evolving new business environment while always maintaining a smile and positive disposition.
● Strong empathy for customers AND passion for revenue and growth.
● Creative problem solver, detail oriented, and non-stop relationship builder
● Top-notch interpersonal skills and excellent written communication and presentation skills.
● Passion and understanding for Grokker’s mission and values.
Grokker Perks
● Competitive salaries + Flexible time off
● Excellent Medical, Dental + Vision health benefits
● 401k + Stock options
● Career development and coaching to help you meet your professional goals
● Opportunity to learn from a dedicated team and strong leadership
● Dynamic, rapidly growing company, focused on helping organizations thrive
Interested in working at Grokker? Send us your resume!
Please be aware of phishing scams.
Grokker only uses company email addresses, "@grokker.com", to communicate with candidates via email.
