Senior Customer Success Manager

As our Senior Customer Success Manager you will drive product adoption, highlight best practices and ensure client retention. You will serve as the primary point of contact for assigned accounts, establishing regular cadence, conducting business reviews, and tracking success metrics.  You will serve as the customer’s internal champion acting as the main point-of-contact for escalation of issues, product enhancement requests, and driving attendance to Seismic’ s webinars and client events. 

This is an Individual Contributor role. 
 
Who you are: 

• You excel at engaging and developing trusted advisor relationships with Senior Executives in Marketing, Sales, Operations, IT and any other cross organizational teams tied to the clients Sales Enablement Strategy
• Fast paced environments and shifting priorities excite you 
• Client satisfaction is of the utmost importance to you 

What you will be doing: 

• Manage the overall relationship with assigned accounts 
• Ensure renewal of assigned accounts 
• Ensure senior stakeholder relationships are grown and maintained 
• Collaborate with client to define and drive account strategy 
• Conduct regular business review meetings with key accounts 
• Translate customer needs and issues into a set of business requirements 
• Provide strategic guidance, best practices, and expertise related to application use and solutions for client's business use cases 
• Uncover new opportunities and work closely with sales to cross-sell and upsell 
• Prepare clients for upcoming releases and ensure product readiness 
• Manage multiple fast paced projects 
• Craft detailed requirements of client solutions that can be passed to solutions engineering teams 
• Conduct regular business review meetings with key accounts 
• Provide ad-hoc troubleshooting, ongoing training for existing customers, as needed 
• Assist with other services and support activities, as required 
• Some travel will be required 

What you will bring to the team: 

• Degree ~ Business Administration, Finance, Economics, Accounting, Marketing, Computer Science, or equivalent work experience 
• Must have prior proven success as a client advocate 
• Advanced proficiency with the Microsoft Office Suite including Microsoft PowerPoint, Microsoft Word, and Microsoft Excel 
• In-depth knowledge of data systems and structures 
• Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels 
• Self-starter with the ability to manage multiple projects simultaneously 
• Ability to understand and translate customer requirements 
• Critical thinking, analysis, troubleshooting, and problem-solving expertise  
• Ability to effectively prioritize and escalate customer issues 
• Ability to adapt to a rapidly changing environment  
• Strong preference for those with experience in SaaS, renewing ARR       

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