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Enterprise Customer Advocate
2 weeks ago
The role of Senior Customer Success Manager is a key position, responsible for driving success across highest opportunity accounts in the Retail/Hospitality industry.
You will act as a trusted advisor, ensuring customers maximize the value of our platform, achieve their business goals, and continue to grow their partnership.
Key Responsibilities:- Serve as a strategic partner to a curated portfolio of Enterprise customers, helping them adopt and maximize the value of our solutions.
- Understand customers' business objectives, challenges, and industry-specific needs to drive success.
- Own customer retention, ensuring renewals and reducing churn risk through proactive engagement.
- Identify growth opportunities within existing accounts and collaborate with Sales to drive expansion.
- Leverage deep industry knowledge to provide tailored insights, recommendations, and best practices.
- Advocate for customers internally, influencing product development based on industry trends and customer feedback.
- 10+ years of total work experience with at least 5+ years experience working in a customer-facing role, ideally with Enterprise customers or within an Enterprise-level organization.
- 3+ years of industry experience in Retail/Hospitality or managing Enterprise customers in those industries.
- Strong ability to build executive relationships and drive business value for Enterprise customers.
- A background in leveraging data through a variety of tools to inform and execute customer-facing and internal strategies.
- Persuasion and presentation skills, with the ability to communicate up and down an organisation.
- Ability to actively listen, understand customer pain points and take action.
