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The Customer Success Manager's primary responsibility is to drive product adoption, highlight best practices and ensure client retention within Seismic’s client base. You will serve as the primary point of contact throughout the lifecycle of his/her assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics. You will serve as the customer’s internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic’s webinars and client events. Successful candidates must be comfortable engaging and developing trusted advisor relationships with C-level executives and cross-organizational teams tied to the client’s Sales Enablement strategy. Candidates must also be excited about partnering with our clients to drive the value of Seismic while helping to achieve business goals.
Job Responsibility:
Drive the successful adoption of multiple use cases across the organization, helping the customer quantify the business value of the partnership
Form strategic relationships with key stakeholders to understand customer's objectives to develop strategic roadmaps and uncover expansion opportunities
Conduct regular business review meetings with key accounts
Act as the voice of the customer and drive requested enhancements with the product management and development teams
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Ensure account transparency by tracking client sentiment and key milestones in Salesforce and Gainsight
Partner with customer-facing account teams and executives to develop a strategic plan to help customers achieve their business objectives and to execute on upsell and cross sell opportunities
Anticipate client risks and strategize ways to help mitigate churn
Manage the customer contract renewal process and maintain a renewal forecast
Drive product adoption, highlight best practices and ensure client retention within Seismic's client base
Serve as the primary point of contact throughout the lifecycle of his/her assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics
Serve as the customer's internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic's webinars and client events
Requirements:
Bachelor's Degree or equivalent related experience
Customer-facing experience, relationship building, and driving customer transformation programs in the financial services industry
Excellent communication, presentation, and problem-solving skills
Ability to translate business requirements into business solutions
Advanced proficiency with the Microsoft Office Suite