Customer Success Specialist providing support and advice on energy contracts for clients in France. Focus on enhancing customer experience and operational excellence in the energy sector.
About the role
- Customer Success Manager leading a team of Mid Market/SMB Customer Success Managers at eMaint. Focusing on optimizing client satisfaction and revenue retention for enterprise-level accounts.
Responsibilities
- Lead and manage a team of Mid Market/SMB Customer Success Managers
- Directly support a modest portfolio of enterprise-level accounts
- Interview, hire, and train new Customer Success Managers
- Streamline processes and create best practices for the customer success team
- Work to resolve escalated customer issues and ongoing team challenges
- Drive the customer success team’s KPI and daily management performance
- Work to optimize the customer success team’s overall retention and upsell metrics
- Lead the Customer Success Managers in daily pipeline management and forecast responsibilities
- Support the leadership team in ongoing business requirements
- Work successfully with all levels of the organization, external partners, and clients
- Participate in and conduct Executive Business Reviews
- Write SOP documentation and maintain the customer success documentation
Requirements
- B.A. or B.S. degree preferred or equivalent experience
- A minimum of two years in SaaS
- Comprehensive understanding of pipeline management, forecasting revenue, and sales cycle management, with the ability to meet deadlines
- Prior team management experience
- Proven ability to drive continuous value of products
- Strong knowledge of the CMMS and SaaS industry
- Experience upselling to existing customers
- Proven interpersonal management skills and exceptional business acumen
- Attention to detail, strong organizational skills, and an absolute focus on quality of work
Benefits
- N/A
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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