Enterprise Customer Success Manager

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Poland, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

The Enterprise Customer Success Manager is responsible for ensuring our largest and most strategic customers feel valued and find value in the Interact solution. They work throughout the customer lifecycle to identify customer goals and needs and align solutions to achieve impactful outcomes. The customer loyalty that the eCSM earns across these strategic organizations is critical to achieve exceptional customer outcomes (success stories), high customer retention, and growth for our business.

A Little About You...

• Bachelor’s degree or relevant experience
• Demonstrated experience retaining and growing global, enterprise customers in a Customer Success Role (SaaS experience preferred).
• Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes.
• Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification).
• Knowledge of customer success systems
• Advanced Knowledge/use of MS365 tools
  
  

• Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations. (relationships with numerous stakeholders in each organization with distinct needs and unique challenges must be skillfully managed).
• Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding.
• Plan and engage in regular strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity.
• Maintain alignment on outcomes, value-measurement, change management and adoption strategy.
• Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk).
• Identify customer issues and needs and work in partnership with internal teams and customer toward solutions.
• Identify, qualify and drive upsell and expansion opportunities to meet targets.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis
• Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers.
• Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making