Zego
Senior Client Success Manager
Zego, San Diego, California, United States, 92189
About the role:
The Senior Client Success Manager (CSM) is a senior-level position, delivering against agreed upon success plans with our clients by empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. We do this by driving enablement externally and advocacy internally. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to help others. Senior CSMs manage a portfolio consisting of the largest and most high value customers. This requires a high level of product and industry knowledge along with effective account management skills.
What you'll do here:Proactively manage a portfolio of mostly Large (enterprise) customersDevelop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, eventsPartner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customersProactively identify and escalate at risk clients and product issuesConduct quarterly business reviews with assigned clientsEnsure 95% call to action complianceProvide a high level of actionable insight and data analysis to provide value for our customersParticipate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamworkBe viewed by clients as a trusted advisor that understands their business and have Zego can help impact key business resultsParticipate in POD and attend Sprint review meetingsAccurately documents and updates client records, support notes and interactions within the various software systems (Salesforce, Jira, etc)Consistently meets personal / team goals and quotasDevelop and manage a book of clients from CSA covered segmentsMediate between clients and the organizationManage client success to minimize churnSkills & RequirementsAbout you:Extensive experience in a client-facing / account management roleBusiness savvy with consultative, problem solving, approachProven track record of success with a verifiable history of exceeding customer success goalsExperience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practicesProven ability to work in a fast paced, team centered work environmentPrior experience in SaaS, multifamily, or PropTechTechnical aptitude and ability to identify alternative solutions to customer issuesAbility to handle multiple, critical, high priority issues with a sense of urgencyProficiency with Google Suite ProductsExcellent communication- verbal, written, interpersonal with strong active listening skillsAbility to demonstrate effective problem solving skills and strong client orientationDetail-oriented and dependable, with a positive and inquisitive attitudeAbility to multitask, prioritize, and collaborate with cross-functionallyExhibit a high degree of self-motivation, drive and a proactive natureBonus points if you:
Bachelor's degree or higherThree to five years of experience in a customer success roleReal Estate industry experienceA track record of providing excellent customer advocacyQualifications
The Senior Client Success Manager (CSM) is a senior-level position, delivering against agreed upon success plans with our clients by empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. We do this by driving enablement externally and advocacy internally. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to help others. Senior CSMs manage a portfolio consisting of the largest and most high value customers. This requires a high level of product and industry knowledge along with effective account management skills.
What you'll do here:Proactively manage a portfolio of mostly Large (enterprise) customersDevelop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, eventsPartner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customersProactively identify and escalate at risk clients and product issuesConduct quarterly business reviews with assigned clientsEnsure 95% call to action complianceProvide a high level of actionable insight and data analysis to provide value for our customersParticipate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamworkBe viewed by clients as a trusted advisor that understands their business and have Zego can help impact key business resultsParticipate in POD and attend Sprint review meetingsAccurately documents and updates client records, support notes and interactions within the various software systems (Salesforce, Jira, etc)Consistently meets personal / team goals and quotasDevelop and manage a book of clients from CSA covered segmentsMediate between clients and the organizationManage client success to minimize churnSkills & RequirementsAbout you:Extensive experience in a client-facing / account management roleBusiness savvy with consultative, problem solving, approachProven track record of success with a verifiable history of exceeding customer success goalsExperience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practicesProven ability to work in a fast paced, team centered work environmentPrior experience in SaaS, multifamily, or PropTechTechnical aptitude and ability to identify alternative solutions to customer issuesAbility to handle multiple, critical, high priority issues with a sense of urgencyProficiency with Google Suite ProductsExcellent communication- verbal, written, interpersonal with strong active listening skillsAbility to demonstrate effective problem solving skills and strong client orientationDetail-oriented and dependable, with a positive and inquisitive attitudeAbility to multitask, prioritize, and collaborate with cross-functionallyExhibit a high degree of self-motivation, drive and a proactive natureBonus points if you:
Bachelor's degree or higherThree to five years of experience in a customer success roleReal Estate industry experienceA track record of providing excellent customer advocacyQualifications