FirstFuel

  • Senior Customer Success Manager - Lexington, MA

    Posted Date 3 months ago(1/26/2019 8:20 PM)
    ID
    2019-1141
    # of Openings
    1
    Location
    FirstFuel
    Category
    Professional Services
  • Overview

    As a Senior Customer Success Manager, you will be the focal point for FirstFuel’s engagement with clients, providing oversight for the implementation and utilization of our market-leading customer engagement products as well as taking ownership for aligning our products with our clients’ business objectives. An important aspect of the Senior Customer Success Manager role will entail working collaboratively in a cross functional environment with members of various FirstFuel teams, including Engineering, Product, Regulatory, Sales, Marketing and others, to deliver measurable value for our clients.

    An ideal candidate will be experienced in delivering SaaS products, have strong communication skills and is passionate about working closely with customers/clients. You must also be comfortable working independently out of a remote office and demonstrate background of success managing large/key accounts.

    Responsibilities

    • Excellence in delivery:
      • Oversee the deployment our software product suite, including client management, risk mitigation and on-time/on-budget delivery.
      • Ensure successful onboarding and adoption of FirstFuel products by each client through coaching and training.
      • Effectively track and report on key metrics
    • Drive value for FirstFuel clients:
      • Work with clients to understand their key business objectives and provide insight as to how FirstFuel can be leveraged to support those objectives.
      • Help the client understand the people and process capabilities they need to develop to fully leverage our technology.
    • Serve as a trusted advisor:
      • Establish role as client’s go-to resource for knowledge about FirstFuel products as well as customer engagement best practices and solutions.
      • Provide guidance to client users and stakeholders around best practices on use of FirstFuel products.
      • Act as customer advocate internally; bringing intelligent product feedback and recommendations from clients and users back to the FirstFuel Product team
    • Seek out new business opportunities:
      • Ensure clients achieve stated business objectives through successful product adoption, leading to a successful renewal.
      • Understand further needs of clients and align them with FirstFuel products/services, helping drive incremental/upsell business opportunities
      • Play an integral role in assisting with pursuits and proposals.

    Qualifications

    • At least 8 years of experience in Project Management, Account Management or Customer Success, preferably at a SaaS or enterprise software company
    • Experience working closely with C-level / SVP-level executives
    • Outstanding written and oral communication skills
    • Natural affinity for working across departments and colleague personas to drive cross-functional workstreams to completion and are an independent thinker who proactively identifies issues, interdependencies, and solutions
    • Experience working on large, complex IT or similar technology integration projects requiring attention to detail, planning, and multi-channel communication requirements
    • Expertise developing and maintaining key relationships across an organization, from the C-suite down
    • Attention to detail and ability to internalize and communicate wide array of information concerning software and analytics products as well as sales process
    • You care about energy, its impact on our clients, their customers, and the world
    • Willingness to travel 20-50% of the time

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