133 applicants

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Company

QGenda · 1 day ago

Manager, Customer Success, Enterprise Services

United States

Full-time

Remote

Mid Level

$98K/yr - $155K/yr

4+ years exp

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Responsibilities

Ensure success and renewal of their team’s customer base

Serves as primary point of escalation on behalf of their team and its customers, uses discretion to loop in additional leadership as necessary.

Maintain a deep functional understanding of our solutions in order to educate customers and the CSX team about the most relevant features/functionality/products driving increased ROI relative to customers’ specific business needs.

Prepare and participate in customer Executive Business Reviews (EBRs) alongside CSXs

Attend Key Account Reviews (KARs) on portfolio accounts and work with CSX to develop a ‘Get Well’ plan for any known risks.

Ensure best practices are established and followed for ongoing QGenda governance

Support the team with strategy, problem solving, and execution on internal and customer-facing matters

Drive “Best Practices” and act as thought leader, making recommendations for new solutions and procedures to problems

Ensures all team’s portfolio accounts are maximizing Net Revenue Retention

Ensure compliance to team based KPIs and completion of job activities such as business reviews and other customer-facing/internal activities

Support and implement CX and corporate initiatives

Responsible for team performance metrics and reporting

Responsible for all HR aspects of employee management

Provide continuous feedback to direct reports through regular coaching, employee development and annual performance reviews

Perform comprehensive employee development planning to support growth of employees to achieve goals, objectives, and enable career development

Voices feedback and concerns of team members to the leadership team

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 Success ManagementSaaS ProductsCustomer Success PlatformsData ReportingCoaching SkillsHealthcare IT ExperienceSuccess Coaching Certification

Required

Experience providing direction on complex customer engagements, in a matrixed environment

Ability to interact and build relationships with customers and executive contacts as a leadership contact and point of escalation

Experience providing presentations to diverse audiences

Ability to inspire, motivate, and facilitate in order to improve the productivity of the team

Strong delegation skills and ability to break down complex tasks into actionable components

Basic understanding of CS & company financials

Experience understanding business problems, products, processes and technical challenges and thrive on connecting technology with measurable business value for customers and the internal organization

Working knowledge of customer expectations across area of speciality

Ability to create and utilize reports and dashboards to manage team performance

Experience delivering and supporting SaaS products

Bachelor degree or equivalent work experience

4+ years of relevant experience for specific function being managed

2+ years of team leadership experience

Ability to travel for customer meetings, conferences, and other industry events