Enterprise Customer Success Manager

Overview:

Relay, a Raleigh-based tech startup, is looking to transform the way frontline teams work. 

Frontline workers are the lifeblood of our economy and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. 

Here at Relay, we've designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry for B2B clients and frontline workers across multiple industries and verticals.

We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities and are expanding our operations team to support this growth.

We are currently seeking an Enterprise Customer Success Manager who will thrive in a dynamic start-up environment. 

Job Description:

We are seeking an experienced and motivated Enterprise Customer Success Manager to join our team. The ideal candidate will be responsible for building and maintaining strong relationships with our enterprise-level customers, ensuring their satisfaction with our products and services, and helping them achieve their business objectives.

In this role, the Enterprise Customer Success Manager will carry a small quota for expanding revenue and will largely focus on equipping Sales Execs and renewing existing revenue. The successful candidate will work closely with our sales, marketing, and product teams to drive growth and revenue by identifying opportunities for cross-selling and upselling.

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office, 2 days remote, and will involve approximately 30% travel.

Responsibilities:

• Build and maintain strong relationships with enterprise-level customers
• Ensure customer satisfaction with our products and services
• Develop, implement and iterate on customer success plans to achieve customer objectives
• Proactively identify opportunities for cross-selling and upselling in partnership with Sales
• Renew existing revenue and ensure customer retention
• Create standardization for enterprise-level customer experience playbooks
• Influence and support implementation of CRM solutions to manage enterprise-level customer portfolio 
• Drive solutions with internal teams to identify and address customer needs
• Conduct regular business reviews with customers to review performance and identify areas for improvement and delivering further value
• Maintain up-to-date knowledge of our products and services, as well as industry trends and best practices
• Participate in trade shows, conferences, customer visits, and industry events to build relationships with both existing customers and prospects

Requirements:

• Bachelor's degree in Business Administration or related field
• Minimum of 5 years of experience in customer success or account management, preferably in an enterprise software environment
• Strong understanding of enterprise-level sales processes and revenue generation
• Proven track record of achieving customer retention and revenue expansion targets
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders with varying levels of seniority
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to thrive and react to changing business needs within a startup environment
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues at scale
• Experience using Salesforce, Zoho or other CRM tools

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym/fitness memberships, workout equipment and more.
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role