Enterprise Customer Success Manager

Tel Aviv

At Sisense, we are on a mission to empower modern data teams to deliver insights to everyone inside and outside their organizations. We bring “power to the builders” by enabling our customers to answer complex questions with data and drive the best business outcomes possible. 

WHY YOU SHOULD JOIN OUR CUSTOMER SUCCESS TEAM:

Customer Success Managers at Sisense are viewed as trusted partners by our account base. Tenacious, focused and well-organized individuals, the Enterprise Accounts CSM will become a key member of our CS Group in Tel Aviv.

The Core Responsibilities of this role involved managing relationships with users and decision-makers in the account, managing revenue and growth objectives, being accountable for customer and partner satisfaction. Responsible for planning and execution of complex projects, coordinating communications, schedules, and scoping to ensure successful and on-time implementation. The superior candidate will demonstrate core traits of ambition, resilience in the face of adversity, genuine curiosity about customer’s business needs, strong technical orientation, and ability to custom-tailor solutions for a variety of scenarios.

WHAT YOU’LL DO:

Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests. Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement. 

Protect existing revenue streams, identify and neutralize competitive threatsActively farm existing account base to identify new solutions or service opportunities and provide valuable account information and insight to support sales. Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessionsLeverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations. Coordinate activities and provide leadership on directions of key projects, initiatives, and issues across internal business units. Conduct regular briefings on account status to senior management and other internal stakeholders

HOW YOU’LL RAMP:

By Day 30...

  • You’ll have completed the Customer Success training program where you’ll learn about Sisense’s values and culture, get equipped with various relationship techniques, and gain a basic understanding of Sisense’s offering, the competition, and the transnational outcomes we help customers across all industries to achieve.
  • You will start visiting customers and see firsthand how we build relationships and perform executive business reviews

Day 60...

  • You’ll craft a strategic account penetration plan for your book of business and begin actively driving new opportunities within that account base.
  • You’ll strengthen your skills and technical knowledge with regular one on one coaching
  • You’ll learn about your customer base, meet with the colleagues and accounts you will support and work side by side with the team here to become fully embedded in the account

Day 90...

  • You’ll be an integral part of the customer success team and essential to its revenue retention success
  • You’ll have a firm grasp on Customer Success best practices and be able to onboard and help customers get up and running
  • You’ll manage your own book of business responsible for the partnership and the customer’s success

WHAT YOU’VE ACCOMPLISHED... SO FAR:

  • You have a minimum of 6-8 years of experience in SaaS/Cloud account management and/or CSM experience supporting Fortune 500 companies
  • Strong Project Management skills and ability to work with complex technical products
  • Preferably experience in BI solution implementations
  • Knowledge of the SW development life cycle – demonstrate the ability to work cross-functionally and address complex technical issues or customer requests.
  • Previous experience working successfully with quarterly targets; up-sell and cross-sell deals
  • Proactive by nature. Go above and beyond to serve as a trusted advisor to your customers
  • Proven track record of successfully building and nurturing multi-level client relationships.
  • Superior critical thinking, decision making, and problem-solving skills.
  • Success-oriented spirit with a focus on customer delight
  • You’ve identified ways to grow and expand our customer footprint while partnering with our Sales teams.
  • You have the ability to forecast churn and upgrades for your account base
  • Able to operate in a fast-paced environment
  • English fluency and high level of communication skills, verbal and written is a must 
  • Willingness to travel up to 25%  

About us

Sisense’s complete BI software platform offers data mash-up of complex data sets, a radical analytics solution, AI, machine learning, and natural language processing creating the most innovative solutions for how people will consume data in the next five years. This makes us the ideal platform for both startups and global brands like UiPath, Toyota, Wix, GE Healthcare, Nasdaq and Philips, Skullcandy, Airbus, Fujitsu, and more.

I'm In!