Customer Success Account Manager

$100,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($50 USD/hour)

You will assume the role of thought leader on behalf of your customer.  You will identify specific and custom opportunities to further utilise all aspects of our product portfolio. You will work with sales, customer support and professional services to effectively deliver increasing value further entrenching our products into the daily lives of our customers.

• Continuously learn and build domain expertise across all of our products and customers.
• Analyse current product usage and other success indicators and identify specific improvement opportunities for each customer based on a prescribed success plan.
• Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice. 

We are not issue managers nor fire fighters.  You will not do customer "babysitting" - giving them tactical updates, participating in feel-good but ultimately insubstantial meetings, running around satisfying a bunch of near-term customer requests that do not move customers closer to success, and often may move them farther away.

• Navigate and lead the customer along the success journey, keeping them centred on the “north star” and proactively managing divergence/distraction . While our emphasis on being able to lead conversations is clear, we are seeking an empathetic active listener, not a tone-deaf bulldozer, with a superior ability to rapidly process information and (re)centre conversations and actions to their essential core. You are a catalyst for focus.
• Lead Customer relationship with a proactive focus on retention removing friction from sales cycles, establishing preferential relationships with stakeholders leading to scalable and sustainable revenue.
• Conduct routine check-ins that add value for customer contacts at a variety of levels to generate insight, guide actions and solicit feedback.
• Leveraging your customer insights and our best practice playbooks, create success plans for each of your accounts. For each success plan, our objective is to ensure that customers understand the plan, are aligned to the recommended actions and commit to that path.
• Provide consistency as a valued partner in driving focused discussions, compelling decisions and explicit choices, challenging to yield prioritisation, and (re)centre ongoing discussions & actions on those choices and resulting plan.
• Ensure a solid understanding of the customer's technical environment and business goals to contribute and develop longer-term account solution strategy roadmaps.
• Serve as Internal advocate and liaison for the customer directly to other departments including Support, Professional Services, Engineering, Product Management to ensure customers’ issues and priority actions are addressed promptly.
• Set periodic meetings to explain processes, manage expectations, escalate and continually review customer issues and impediments that span multiple internal stakeholders to proactively ensure progress of SLA’s, professional services SOWs, maintenance solutions, and Support workarounds.
• Proactively prevent escalations by anticipating the effect of support or engineering delays or decisions and contacting the customer with updates and recovery plans.

• Bachelor's degree or equivalent experience
• Excellent spoken and written English
• 2 to 5+ years in sales to small and medium businesses, conducting up-selling and cross selling
• Proven track record in managing and selling to 50+ accounts simultaneously and building customer relationships with both business and technical leaders
• Excellent interpersonal and organisational skills; Ability to effectively use referent power and collaboration skills to obtain necessary actions from issue owners to solve customer issues.
• Self-motivated, and able to work successfully in a 100% virtual environment
• Experience defining, using and being measured by Customer Lifetime Value metrics
• Natural ability to join the dots

• Ability to understand and clearly articulate technical concepts, strategies and new technologies to non-technical people.