Be an early applicantLess than 25 applicants

Company

Acceldata · 4 hours ago

Staff Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

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Big DataEnterprise Software

H1B Sponsor Likely

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Responsibilities

Own a portfolio of customers and be a single point of contact for the health of the customer.

Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Acceldata" reputation and position as a vendor.

Measure and improve customer adoption to accelerate Time to Value (TTV).

Identify opportunities for expanding product usage and feature adoption.

Provide dedicated support through office hours, enablement materials, and Proof of Values.

Collaborate with stakeholders to develop Customer Success Plans with measurable goals.

Introduce customers to new features and premium offerings.

Monitor adoption trends and share best practices to optimize usage.

Anticipate renewal needs and proactively address them.

Monitor and mitigate churn risks through continuous tracking.

Identify and address potential barriers to success.

Oversee escalations and facilitate efficient resolution.

Collaborate with internal teams to ensure platform health and performance.

Coordinate renewal paperwork with Sales and Operations.

Align customer and product roadmaps for successful outcomes.

Manage and communicate on the agreed Customer Success Plan.

Maintain regular communication with key stakeholders, including the sponsor and other relevant personnel.

Conduct periodic business reviews at various levels (monthly, quarterly, executive).

Organize face-to-face meetings and virtual events to strengthen relationships.

Lead customer surveys to gather feedback and measure satisfaction.

Engage with C-level executives to drive strategic initiatives and ROI.

Create tailored deliverables that meet the needs of different stakeholders.

Translate customer feedback into actionable improvements for Acceldata.

Identify and cultivate customer champions for advocacy and referrals.

Encourage customer participation in reviews, case studies, and public events.

Prioritize high NPS, CSAT, and other key metrics to measure success.

Collaborate with Sales on account planning to identify growth opportunities.

Maximize expansion potential within your portfolio.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessAI knowledgeCustomer Success PlatformsAccount ManagementPre Sales EngineeringRisk ManagementStakeholder managementBuilding customer relationshipsC-level engagementChurn reductionRenewalsExpansion managementMentoringCross-functional collaboration

Required

Data and AI domain knowledge and experience working with customers to realize business value

10+ years of experience in Enterprise Customer Success, Account Management, Pre Sales Engineering, Architecture or Consulting

Customer Success Platform experience (Totango, Gainsight, Churnzero, Catalyst). Currently, we are evaluating Salesforce

Hands-on building of CS processes (adoption, churn reduction, risk management, renewals, expansions, etc)

Diplomacy, tact, and poise when working through customer issues and escalations

Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution

Excellent customer-facing skills and the ability to communicate with Executives as well as other stakeholders both internally and externally

Individuals who excel in a high-paced environment working with cross-functional teams on multiple customer engagements often concurrently

Good communication and analytical skills with the ability to mentor team members to achieve success.

Experience with building customer relationships across organizations from C-level to end-user

Ability to work across multiple time zones and cultures

Travel to Customer locations regularly

Benefits

PTO Plan with rollover and unlimited negative balance

RSSP Plan

Up to 100% employer-paid benefit options for health, dental, and vision coverage

Supplemental Benefits

Apple Air Mac Equipment

Company

Acceldata

Acceldata ensures data pipeline and analytics quality with observability solutions, enhancing accuracy and reliability for businesses.

Founded in 2018

Campbell, California, USA

201-500 employees

http://acceldata.io

H1B Sponsorship

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Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (2)