Customer Success Account Manager

Customer Success Account Manager

  • We are looking for a highly motivated and passionate Customer Success Account Manager.

    Main role is to manage major strategic customers that have a significant number of key workload engagements running concurrently. As the CSAM you will drive account management & execution, as well as the acceleration of V-Count adoption especially in the onboarding process. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with the Sales Team, Pre Sales Team, Global Support Team and business partners who are supporting customer success.

    As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for account management and customer success management work in tandem. The prevailing business priority is the customers’ successful adoption and productive use of V-Count technologies. You are front and center with our customers in support of their digital journey and empowering them to achieve more and accelerate customer value.

    What are we expecting from you to realize/achieve overall?

    • Build trusted customer partnerships, proactively driving increased value from their V-Count solutions and identifying opportunities where the V-Count Platform can address their challenges,
    • Work with the Sales, Pre-Sales and Delivery Teams to facilitate a seamless client on-boarding process, ensuring a smooth ‘go live’ and high levels of customer satisfaction,
    • Be responsible for customer V-Count license renewals, proactively identifying and prioritizing resources, and effort according to perceived risk, potential growth, strategic value, and renewal timeframe in collaboration with Sales Directors and Sales Managers,
    • Develop and maintain the right engagement model across levels and business areas with the customer, establishing the right internal V-Count team to strengthen that engagement,
    • Promote the Company’s services (enhancements / upgrades / new initiatives / maintenance) by leveraging the customer relationships you have created and nurtured,
    • Identify potential issues and engage the wider business to take timely and effective proactive actions to resolve them,
    • Deliver exemplary NPS scores and churn rates,
    • Work collaboratively with the Marketing team to build client testimonials and referrals.

    Are you matching yourself with the below requirements?

    • Bachelor’s degree in Computer Science, Information Technology, Engineering or related field and +5 years of proven related work experience (e.g Strategic Account Management, Project Management, Business Development, Customers Success Management)
    • Prior work experience in a Customer Success Manager position focused on Cloud and software/services solutions preferred,
    • Familiar with using CRM tools such as Salesforce.com, Hubspot,
    • Ability to travel frequently,
    • Excellent level in English. Business level in French, Spanish, Portuguese will be an important differentiator,
    • Strong understanding of the ideal customer journey/lifecycle within large, global enterprises,
    • Proven experience creating processes that enable support teams to scale and deliver tangible business benefits (NPS improvements, churn reduction, product improvements,
    • Leadership: This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must show leadership in teams composed of V-Count, Partner and Customer resources who may be engaged in the delivery of V-Count solutions for overall customer success.
    • Relationship Building: Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements.
    • Collaboration and Communication: Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management.
    • Creativity : Creative thinker with the ability to troubleshoot effectively and quickly demonstrated by examples of forward-thinking, out of the box solutions and adapt based on highly dynamic environments.
    • Data Driven Mindset:Managing and leveraging customer data sources such as insights, analytics, and customer journey mapping, to fully understand our customers’ experience while focusing on delivering value to the company, solving customer experience problems, and developing new opportunities

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Please email to hr@v-count.com with your resume so we can know you better!


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