Hybrid Senior Customer Success Manager

at Ometria

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $150,000 - $170,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, New York City, United States

About the role

• Senior Customer Success Manager ensuring enterprise clients' satisfaction and retention at Ometria. Leading customer advocacy, commercial negotiations, and strategic guidance in retail marketing.

Responsibilities

• Retain your customers, secure their renewal and hit retention targets
• Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets.
• Master Sentiment Analysis: Identify and neutralize potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
• Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
• Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimizing retention.
• Own end to end commercial negotiations
• Mastery of Negotiations: Oversee end-to-end commercial negotiations, solidifying prosperous partnerships.
• Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
• Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
• Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
• Maintain senior stakeholder champions in each of your accounts
• Champion Senior Stakeholders: Foster senior-level champions in each account, fortifying engagement and retention strategies.
• Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavors.
• Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organizations.
• Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables.
• Deliver timely and accurate commercial forecasting - treat Salesforce and internal commercial forecasting tools as a proof point for the impact of Customer Success outcomes and retention driving initiatives. Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
• Set and deliver on customer expectations - Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans.
• Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse. Guide more junior team members on navigating their client accounts effectively based on your experience.
• Drive Enterprise customer adoption and value with visibility and buy-in from senior decision makers - Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk.
• Be a retail expert and deliver strategic guidance - deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your

Requirements

• 5 years of Customer Success experience in an enterprise software organization working with large, complex clients preferably in the Retail space.
• Exceptional Communicator - you love to deliver value to your clients by confidently presenting successes and opportunities aligned with their service level. You enjoy partnering with multiple internal teams and confidently and authoritatively communicate with a diverse range of both internal and external stakeholders, including C-Suite executives.
• Relationship builder - you’re a natural relationship builder, adapting your communication style easily with C-suite executives, tech leads, marketing heads and end users as required.
• Business and commercial acumen - you identify trends in business performance to secure commercial opportunities and mitigate risk with action plans on how to solve these.
• Customer Service Excellence - you have a proven track record of delivering first-class customer service, consistently exceeding client expectations.
• Data Literacy and Storytelling - you are comfortable working with, manipulating, and interpreting data sets, utilizing a combination of reporting tools. You can turn data into insight and build compelling narratives through your ability to analyse key trends and KPIs.
• Technical understanding and communication proficiency - you understand how to adapt your communication to each stakeholder leveraging a solid understanding of the technical aspects of how Ometria partners with our customers (eg. APIs, Javascript code, Data feeds).
• Meticulous prioritisation and self management - you are a self starter and thrive in fast-paced environments and effectively manage multiple tasks under pressure. You enjoy finding ways to work smarter and collaboratively contribute your ideas with your peers and managers.

Benefits

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support