Customer Success Operations Manager at Vasion, focusing on systems and processes for Customer Success. Supporting operational excellence and data - driven strategies for exceptional customer experiences.
About the role
- Enterprise Client Success Executive driving customer value and long-term partnerships at Meltwater. Collaborating cross-functionally to ensure client success and alignment with business objectives.
Responsibilities
- Collaborate closely with internal teams to align account activities with each customer's unique business case and strategic objectives.
- Execute meticulously on agreed-upon plans, adhering to mutually agreed timelines with the customer.
- Develop and maintain comprehensive joint impact plans for your top accounts within your portfolio, ensuring ongoing alignment and value delivery.
- Proactively inform and guide customers on new features and releases to enhance their experience and maximize value.
- Monitor adoption and utilization trends, offering tailored recommendations based on each customer's evolving business needs.
- Identify potential renewal risks and retention challenges, collaborating closely with internal and sales teams to secure successful renewals.
- Identify opportunities for upselling and expansion, enabling named Account Executives to drive growth effectively.
- Conduct regular, insightful customer business reviews to foster transparency, alignment, and mutual success.
- Act as the primary advocate for customers, channeling their feedback and insights to drive continuous improvement across all areas, including product development and service delivery.
Requirements
- A Bachelor's degree or higher is preferred for this role.
- An extensive professional history spanning 6-8+ years, showcasing a diverse array of experiences in roles such as Management Consulting, Customer Success, Account Management, Business Development, or other client-facing positions.
- Demonstrated proficiency in effectively managing complex, multi-divisional, and multi-geographical client portfolios.
- A talent for seamless collaboration with cross-functional teams, including Sales, Product, Marketing, and Services, driving collective success.
- Thrive in fast-paced environments, exhibiting agility in multitasking and embracing diverse responsibilities.
- Exhibit industry-specific expertise in areas such as media monitoring, SaaS, PR, or Marketing.
- Bonus points for previous experience in Project Management, enriching your profile.
- Excellent written and verbal communication skills in [Language] and English.
- Openness to embrace our hybrid work schedule, requiring presence in the office one day per month.
- The ability to legally work in the country of hire is required for this position.
Benefits
- Enjoy flexible paid time off and unlimited leave options for enhanced work-life balance.
- Excellent medical, dental, and vision options.
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid or remote work style, providing the balance you need.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
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