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Customer Success Manager
hace 3 semanas
At Microstrategy, we're transforming organizations into intelligent enterprises through data-driven innovation. As a market leader in enterprise analytics and mobility software, we've pioneered the BI and analytics space, empowering people to make better decisions and revolutionize how businesses operate.
The Role:
You will be responsible for managing our Enterprise accounts, building strong relationships with customers, and serving as a trusted advisor to help them achieve their business goals. You will work closely with our clients to understand their evolving needs and challenges, and then collaborate with internal teams to ensure the successful adoption and ongoing usage of our platform.
Key Responsibilities:
- Guide new customers through the onboarding process, ensuring smooth and successful implementation.
- Serve as the primary point of contact for assigned customer accounts, fostering strong relationships and trust.
- Conduct regular check-ins with customers to understand their evolving needs and challenges.
- Monitor customer usage and adoption of our SaaS products and provide recommendations for optimization.
- Manage a book of business of $6M ARR with accounts between $100K - $1.5M in ARR each.
- Provide accurate forecasting regularly to Sr. Director.
- Maintain a high retention and growth rate meeting set quarterly goals.
Requirements:
- Bachelor's degree in business, marketing or related field (or equivalent work experience).
- 3+ years of proven experience in a customer-facing role, preferably in a customer success or customer renewal role.
- Experience in upselling/cross-selling is a plus.
- Experience with Business Intelligence and AI products such as MicroStrategy Platform or similar is a must.
- Effective communication and people skills.
- Excellent project management, problem solving and conflict resolution skills.
- Ability to work with cross-functional teams.
- Results-oriented with a focus on customer satisfaction and retention.
- Knowledge of cloud technology required (AWS, Azure, Google Cloud).
- Knowledge of customer success management tools (Totango, Gainsight) and CRM software (e.g. Salesforce, Oracle) is a plus.
- Advanced/fluent English (verbal and written).
