Apply on Employer Site

Poppulo · 14 hours ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Mid Level

$90K/yr - $105K/yr

3+ years exp

Poppulo is a pioneering software company focused on enhancing communications and workplace technology. As an Enterprise Customer Success Manager, you will be responsible for aligning customer objectives with internal stakeholders and ensuring high adoption of the product offerings across enterprise accounts.

Digital SignageHuman ResourcesInformation TechnologySoftwareUnified Communications

Responsibilities

Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams

Generate leads for the sales team to pursue

Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved

Learn the product platform well enough to help users with on the fly inquires and to understand all that is possible

Develop relationships with the internal sales teams to ensure everyone is working towards the same goal and to decrease task overlap

Understand customer needs well enough to identify use cases that might not be achieving value in the product and executing a plan to increase ROI

Facilitate training (by self-service, virtual mods or dedicated training team) for new teams as needed to ensure users are active in the platform

Conduct meetings to help customers understand the positive business outcomes they are achieving using the software

Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline

Ensure any customer inquiries are answered promptly and help identify the best person internally to get involved and escalate when necessary

Meet with customers onsite as required to develop positive and beneficial business relationships

Ensure creation of internal tickets when unable to resolve product issues

Ensure that all customer conversations are recorded using internal tools and that all internal employees that touch the account are aware of pertinent information

Engage with onboarding team, project managers, and any other team providing service to the client to ensure client expectations are being met

Qualification

Customer Success ManagementTechnical ExpertiseSalesforceB2B Sales ExperienceTraining FacilitationAccount ManagementRelationship Building

Required

3+ years' experience in customer success, strategic account management or sales experience in a technology B2B sales environment. Experience commensurate with the size and complexity of assigned customer(s)

Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions

Learn the Omni-channel platform and how it is used in each market where Poppulo maintains a presence

Salesforce and Sales loft