Note: The job is a remote job and is open to candidates in USA. Seismic is a company focused on customer success, and they are seeking a Senior Customer Success Manager to drive product adoption and ensure client retention. The role involves engaging with clients, managing relationships, and strategizing to meet their business objectives.
Responsibilities
- Drive product adoption, highlight best practices and ensure client retention within Seismic’s client base
- Serve as the primary point of contact throughout the lifecycle of assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics
- 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
- Engage and develop trusted advisor relationships with C-level executives and cross-organizational teams tied to the client’s Sales Enablement strategy
- Partner with clients to drive the value of Seismic while helping to achieve business goals
- Drive the successful adoption of multiple use cases across the organization, helping the customer quantify the business value of the partnership
- Form strategic relationships with key stakeholders to understand a customer’s objectives to develop strategic roadmaps and uncover expansion opportunities
- Conduct regular business review meetings with key accounts
- Act as the voice of the customer and drive requested enhancements with the product management and development teams
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Ensure account transparency by tracking client sentiment and key milestones in Salesforce and Gainsight
- Partner with customer-facing account teams and executives to develop a strategic plan to help customers achieve their business objectives and to execute on upsell and cross sell opportunities
- Anticipate client risks and strategize ways to help mitigate churn
- Manage the customer contract renewal process and maintain a renewal forecast
Skills
- Bachelor's Degree or equivalent related experience
- Customer-facing experience, relationship building, and driving customer transformation programs
- Excellent communication, presentation, and problem-solving skills
- Ability to translate business requirements into business solutions
- Advanced proficiency with the Microsoft Office Suite
- Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
- Ability to effectively prioritize and escalate customer issues
- Drive the successful adoption of multiple use cases across the organization, helping the customer quantify the business value of the partnership
- Form strategic relationships with key stakeholders to understand a customer's objectives to develop strategic roadmaps and uncover expansion opportunities
- Conduct regular business review meetings with key accounts
- Act as the voice of the customer and drive requested enhancements with the product management and development teams
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Ensure account transparency by tracking client sentiment and key milestones in Salesforce and Gainsight
- Partner with customer-facing account teams and executives to develop a strategic plan to help customers achieve their business objectives and to execute on upsell and cross sell opportunities
- Anticipate client risks and strategize ways to help mitigate churn
- Manage the customer contract renewal process and maintain a renewal forecast
- Experience with Salesforce and Gainsight a plus
- Previous experience with SaaS preferred
Benefits
- Benefits and perks for the whole self
- Eligible to participate in Seismic's incentive plans in addition to base salary
Company Overview