Customer Success Manager

Department: Customer Success

Location: Clearwater

Compensation: $55,000 - $70,000 / year

Description

Enumerate is looking to hire a Customer Success Manager. This role will prioritize building positive relationships with our existing customers and helping them gain access to resources and tools to be successful in using Enumerate products. Customer success managers help customers grow with our software by conducting quarterly business reviews (QBRs) with key accounts, sharing new product capabilities, increasing adoption, channeling feedback to engineering, and ensuring timely renewals and capacity expansion. This role’s responsibilities include resolving customer queries, recommending solutions, and using excellent communication skills to earn clients’ trust.

Key Responsibilities

• Be a trusted advisor and partner for our clients, developing a deep understanding of key account needs.
• Drive product adoption and utilization of Enumerates product catalogue
• Be the voice of the customer and navigate internal processes with stakeholders from various teams.
• Plan, present and effectively lead quarterly business reviews with clients to inform them about their ROI through using our software.
• Identify upsell opportunities to maximize customer growth.
• Demonstrate detailed knowledge of customers’ business challenges, opportunities, and how our products and solutions address them; measure and monitor customer critical metrics regularly.
• Collaborate with the sales team to identify and grow opportunities within the territory.
  Share feature requests and information with Product team as required.
• Assist with challenging customer requests or issue escalations as needed.
  
  

Skills, Knowledge & Expertise

• Proven ability to grow accounts, win back customers and negotiate with key stakeholders
• Independent problem-solver.
• Excellent listening, negotiation, and presentation abilities
• Strong verbal and written communication skills
• Ability to organize a daily workload by priorities and to meet deadlines in a fast-paced quickly changing environment.
• Deep understanding of SaaS products, with proficiency in Microsoft Office
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM, MS Dynamics or similar)