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Manager, Customer Success
Entertainment & Media Industry Company
Denver, CO, United States
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Description
Do what’s next
Do you have a customer first mindset? Do you thrive on change? Are you interested in helping us build and evolve our customer success organization to continuously improve the quality of our services and overall experience and success of our customers?
If this sounds like you, we are looking for a Managerto lead our Customer Success team to help Company’s customers with Enterprise Business Agreements drive long-term success by executing an array of services to accelerate customer business goals and drive adoption. This is an exciting opportunity to unequivocally influence our customers, and Company’s, success.
The Role
How can you contribute to our team and our organization?
Real Customer Success comes from the heart. The foundation of our culture is Customer First!
In this role you will be responsible for the leadership and management of a global team of Customer Support Managers (CSM). The Manager will lead a team of Customer Success Managers in a defined geographical area and/or industry. The position oversees pre-sale business development, post-sale account management and customer relationship development to drive the success of Enterprise Business Agreements for Company Customers. You will play an active role in defining strategy to maximize a customer’s return on investment and accelerate adoption with current and future Company solutions.
Responsibilities
People Leadership: (this is a people management role- ONLY candidates with people management experience will be considered)
• Leads and manage a global team of CSM’s to ensure success of EBA’s for key customers.
• Manages measurable criteria for success and to assist in building organizational alignment.
• Creates and maintain staffing plan to support the current and future work demands and project deliverables.
• Establishes and nurture positive relationships with Delivery and Support Services teams.
• Expands network with sales, product development and marketing strategy teams to help facilitate value proposition of services in existing and potential customers
Results Leadership:
• Oversees strategic roadmap with a select group of named accounts to ensure the successful and broad adoption of Company solutions
• Builds business plans in collaboration with senior management to align customer and Company objectives.
• Ensures the team delivers services to customers according to published SLAs; initiates service improvement plans as required
• Supports sales organization in positioning GS offerings and provides weekly GS forecast
Thought Leadership:
• Enables team to establish and maintain excellent collaboration with the Named Accounts to accelerate adoption of Company products.
• Encourages team to be innovative with solutions.
• Establishes own relationship with customers where helpful for customer engagement.
Personal Leadership:
• Adapts to and leads change. Coaches others in the acceptance and support of change.
What you will need:
• 5-7+ years of relevant experience leading customer-facing organizations. (People management)
• You’re driven: No one needs to push you to excel; it’s just who you are.
• Strong empathy for customers AND passion for revenue and growth
• Proven ability to lead and adapt to change
• Demonstrated desire for continuous learning and improvement
• Ability to manage influence through persuasion, negotiation, and consensus building
• Background of post-sale and sales experience required
• Deep understanding of value drivers in recurring revenue business models
• Strong financial acumen including analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees
About Company
Company, Inc., the world's leading Software Company for the manufacturing, building, media and entertainment fields. As a global leader in 3D design, engineering, and entertainment software, Company helps people imagine, design, and create a better world. Company accelerates better design through an unparalleled depth of experience and a broad portfolio of software to give customers the power to solve their design, business, and environmental challenges.
Life at Company
Innovative. Rewarding. Respectful. These are words we hear every day from employees about life at Company. We empower our customer with technology that impacts the world though better design and we start by empowering our employees to do their best work at home or in the office. We encourage employees to demonstrate their expertise, communicate honestly, and be a bit of a genius. Company employees are free to share opinions and know that they will be respectfully listened to.