Enterprise Customer Success Manager (Revenue Opts and Sales Enablement exp)

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

The Upland Sales Effectiveness Customer Success Team is looking for an exceptional Enterprise Customer Success Manager who will actively engage and partner with our Customers to maximize adoption of the deployed solution and achieve positive business impact results. We view Customer Success as a strategic, competitive advantage. If you do as well and are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful, you may be just who we’re looking for.

• Become a Trusted Advisor to Customer key stakeholders including sales leaders to enhance overall Customer experience.


• Work with Customer to programmatically measure success & operationalize business cadence.


• Lead monthly Program Reviews and timely Executive Business Reviews.


• Share Customer success stories & related ROI.


• Share best practices on Adoption, Enablement & Change Management.


• Maintain healthy Customer engagement levels and provide recommendations to drive Customer adoption.


• Become an expert in Salesforce and Altify product and use in day-to-day operations.


• Be the Customer advocate for new product ideas or product issues.


• Promote upgrades to Customers to utilize new features & realize new benefits.


• Partner with internal Revenue Team on cross-sell, up-sell opportunities, or at-risk renewals.


• Engage Upland Senior Leadership in the Altify Exec Program.


• Coordinate escalations for issues & risks to appropriate internal resources (Support, AE, PMM, Exec team).


• Document and maintain Customer Health Assessment and related scoring.

Requirements:

• Bachelor’s Degree in relevant discipline or equivalent experience


• 3 or more years relevant experience


• Deep understanding of SaaS Customer engagements


• Strong relational skills to establish Trusted Advisor relationships from program team to senior leadership with large and complex Customers


• Solid Salesforce.com experience


• Sales enablement, change management, and sales training experience “Preferred”.


• Sales Methodology and applications experience, especially with Upland Altify is a big plus.


• Strong organizational/time management skills and the ability to manage a large volume of Customers simultaneously


• Self-starter who thrives in a fast-paced environment


• Can work independently and as part of a distributed team


• Excellent verbal and written communication skills


• Demonstrated Customer success, leadership, and team interaction


• Ability to bridge technology and business goals to provide productive solutions

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.