Customer Success Manager

Scottsdale, Arizona

Who we are:

Here at Sisense we disrupt the Business Intelligence market. Our product allows business users to analyze BIG data with no help from the IT department. How? By building on a set of unique and cutting edge technologies, wrapped up in a killer product.


What are we looking for?

We are looking for an experienced Customer Success Manager to manage the post-sales relationship for assigned accounts, for building customer loyalty and satisfaction, consistent with revenue retention and growth objectives.


What will you 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 request.
  • 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 threats
  • Actively 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 sessions
  • Leverage 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

What should you have?

  • 3+ years’ experience in account management/ client relationship support role
  • Previous experience working successfully with quarterly targets 
  • Proven track record of successfully building and nurturing multi-level client relationships
  • Success oriented attitude with focus on customer delight
  • Ability to forecast churn and upgrades for account base
  • Ability to tailor message formats and content based on audience 
  • Ability to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously
  • Comfortable dealing with complex customer relationships, decision processes and competing agendas 
  • Bachelor's degree and willingness to occasionally travel 


Advantage:

  • Bachelor's Degree in Computer Engineering or related industry
  • 3+ years’ of experience with IT infrastructure and application support
  • Extensive use of SQL and RDBMS systems (DB2, Oracle, SQL Server, ect.)
  • Experience with NoSQL databases such as MongoDB or Hadoop
  • Experience with implementation of BI projects as well as ETL and BI tools such as; Informatica, SSIS, SSRS, BusinessObjects, Cognos, Qlikview or Tableau


I'm In!