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Enterprise Customer Success Manager

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Work from:

United Kingdom

Offer summary

Qualifications:

Experience in customer success management, Ability to engage with enterprise stakeholders, Technical understanding of deployed solutions, Self-starter with a passion for customer success.

Key responsabilities:

Manage customer onboarding and user adoption
Demonstrate value of Sitetracker to customers

Sitetracker SME https://www.sitetracker.com/

201 - 500 Employees

See all jobs

Job description

The Opportunity

We are looking for an Enterprise Customer Success Manager to join our growing Customer Success team.

We are looking for an experienced Enterprise Customer Success Manager to join our growing Customer Success team. As an Enterprise Customer Success Manager, you will be working with customers at all stages of their lifecycle from implementation through go-live as they deploy and adopt the Sitetracker solution. Working closely with our customers, your key objective will be to demonstrate the value Sitetracker provides to an organisation by identifying, and enabling, their business drivers and objectives. You will ensure that Sitetracker’s capabilities support their long-term goals, enabling the customer to maximise their investment in the platform and see value from our solution. Working closely with all teams across Sitetracker, you will own customer on-boarding, user adoption, value realisation and customer advocacy to ensure long-term partnership and the retention of our customers.

The Skill Set:

Experienced at creating and executing a success plan; with particular focus on identifying and demonstrating business value realisation for the customer

The ability to explore customer’s business requirements or processes, and align them with Sitetracker functionality

Demonstrable experience of engaging with new and existing stakeholders at all levels of an enterprise organisation, including the ‘C-Suite’

Have the ability to create and deliver a high-touch communication plan

Show a technical aptitude and understanding of a deployed solution

Be a self-starter and show willing to pursue personal development

Demonstrate passion and enthusiasm for customer success

Within 60 Days, You'll:

Work with cross-functional teams to learn the Sitetracker product and its capabilities

Undertake internal certifications to accelerate your product knowledge and onboarding

Learn and adopt Sitetracker’s playbooks

Work closely with customer success, and other teams, to establish yourself internally

Meet with customers within your territory

Become the main point of contact for your customers

Within 180 Days, You'll:

Establish regular cadence and interaction with your customer base

Become a trusted advisor and advocate for your customer

Partner with your customer to develop a blueprint for success

Understand the customer’s business goals and objectives

Identify (potentially) new KPIs for the customer

Align your customer goals with Sitetracker functionality

Create an action plan on how to deliver against identified goals, KPIs and functionality

Identify additional revenue-generating opportunities

Be able to articulate the value of Sitetracker

Ensure you have referenceable customers to support a wider sales effort

Be a strong contributor (internally) and identify opportunities for process improvement

Continue to develop your own Sitetracker product knowledge

Within 365 Days, You'll:

Continuously act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsors

Continue to develop a strategic account plan for your customers to support product expansion and ensure customer retention

Engage with Sitetracker Product & Engineering to support and communicate customer requests around product roadmaps, customisations, or enhanced product functionality

Establish yourself as an integral part of the customer success team

Lead by example and welcome new CSMs as they join the team

About Sitetracker

Sitetracker was founded ten years ago with the singular focus of solving a problem that was first recognized within the telecommunications industry; how to effectively manage the volume, variety, and velocity of critical infrastructure projects needed to meet the demand of expanding wireless and cellular service. That problem has become even more pronounced due to the eventual explosion of 5G. Being able to effectively deploy infrastructure is going to be the differentiator between leading telecommunication providers.

However, over the years, we realized that this challenge isn’t localized to telecommunications – it’s pervasive nearly everywhere and has reached an inflection point. Utilities (such as gas and electric services), smart cities, and alternative energy all face similar challenges. Sitetracker is the only full-lifecycle project management platform suited to support these companies and address these challenges.

We are exceptionally proud of the company we’ve built (we were recently recognized as the #2 place to work in San Francisco, as well as one of the top places to work in the entire United States). Our people are extraordinary and we’re continuing to invest in our people-first culture.