About the role:
The Senior Client Success Manager (CSM) is a senior-level position, delivering against agreed upon success plans with our clients by empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. We do this by driving enablement externally and advocacy internally. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to help others. Senior CSMs manage a portfolio consisting of the largest and most high value customers. This requires a high level of product and industry knowledge along with effective account management skills.
What you’ll do here:
- Proactively manage a portfolio of mostly Large (enterprise) customers
- Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, events
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
- Proactively identify and escalate at risk clients and product issues
- Conduct quarterly business reviews with assigned clients
- Ensure 95% call to action compliance
- Provide a high level of actionable insight and data analysis to provide value for our customers
- Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork
- Be viewed by clients as a trusted advisor that understands their business and have Zego can help impact key business results
- Participate in POD and attend Sprint review meetings
- Accurately documents and updates client records, support notes and interactions within the various software systems (Salesforce, Jira, etc)
- Consistently meets personal / team goals and quotas
- Develop and manage a book of clients from CSA covered segments
- Mediate between clients and the organization
- Manage client success to minimize churn
Skills & RequirementsAbout you:
- Extensive experience in a client-facing / account management role
- Business savvy with consultative, problem solving, approach
- Proven track record of success with a verifiable history of exceeding customer success goals
- Experience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practices
- Proven ability to work in a fast paced, team centered work environment
- Prior experience in SaaS, multifamily, or PropTech
- Technical aptitude and ability to identify alternative solutions to customer issues
- Ability to handle multiple, critical, high priority issues with a sense of urgency
- Proficiency with Google Suite Products
- Excellent communication– verbal, written, interpersonal with strong active listening skills
- Ability to demonstrate effective problem solving skills and strong client orientation
- Detail-oriented and dependable, with a positive and inquisitive attitude
- Ability to multitask, prioritize, and collaborate with cross-functionally
- Exhibit a high degree of self-motivation, drive and a proactive nature
Bonus points if you:
- Bachelor's degree or higher
- Three to five years of experience in a customer success role
- Real Estate industry experience
- A track record of providing excellent customer advocacy
