Enterprise Customer Success Manager
tripactions· Account Management/Customer Success
About this role
As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.
This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.
What You'll Do:
- Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
- Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
- Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Work closely with your Account Executive counterpart to develop a joint success plan for your customers
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
- Work closely with Product and Engineering on identification/tracking of enhancement requests
- Handle escalations and work across teams to resolve issues
- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform
What We're Looking For:
- 5+ years of experience in Enterprise Customer Success Management
- Experience in the Travel or Expense management industries is a must.
- Excellent project management and organizational skills in a high pressure environment, working with high value customers
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Attention to detail is a must
- High energy, go-getter with fresh ideas who takes the initiative to get things done
- Fluent in English.
- Bachelor’s degree preferred or similar working experience.
Frequently Asked Questions
Is the salary disclosed for the Enterprise Customer Success Manager position at tripactions?
The salary for this Enterprise Customer Success Manager role at tripactions is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Enterprise Customer Success Manager position at tripactions located?
This Enterprise Customer Success Manager role at tripactions is based in London, UK. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Enterprise Customer Success Manager at tripactions belong to?
This Enterprise Customer Success Manager position is part of the Account Management/Customer Success department at tripactions. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Enterprise Customer Success Manager position at tripactions?
Click the "Apply Now" button on this page. You will be redirected to tripactions's official application portal hosted on greenhouse where you can submit your application directly.
When was the Enterprise Customer Success Manager job at tripactions posted?
This Enterprise Customer Success Manager position at tripactions was posted on Mar 10, 2023. Apply as soon as possible — early applications are often reviewed first.
Enterprise Customer Success Manager
tripactions
You'll be redirected to tripactions's official application page on Greenhouse.