Customer Success Manager - Key Accounts

September 17

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Inspectorio

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Quality Management • Responsible Sourcing • Traceability • Production Management • Supply Chain Network Management

201 - 500

Description

• Manage a portfolio of key customer accounts help drive CS metrics such as GRR, NRR and Adoption. • Build and deepen executive relationships with customers through QBRs (Quarterly Business Review), MBRs and regular check ins. • Present a company 360 view of customers’ key performance metrics and health score. • Propose, develop and lead the execution of adoption plans and corrective action plans, successfully prescribe impactful solutions. • Influence long-term strategic direction to C-level executives and serve as a supporting business partner. • Ensure the health of the account remains high at all times by producing documents, meetings, presentations, reports, and webinars. • Help customers reflect their business processes on the Inspectorio platform through management and guidance of configuration, integration, and training. • Measure and track portfolio during each stage of customer journey including, onboarding, adoption levels, upsell, renewal and advocacy and loyalty. • Identify opportunities for upselling, cross-selling and any other expansion opportunities. • Lead renewal activities and ensure timely renewal/invoicing. • Establish processes required to ensure efficient, effective cross functional collaboration. • Drive insights and performance recommendations to customers by analyzing customer data. • Revise playbooks / tools based on results and best practices analysis to ensure the defined processes maximize the value deliver to customers and proactively identify risk and opportunities. • Drive business development, forecast accurately and achieve strategic goals by leading customers through the entire impact journey that Inspectorio can offer. • Understand each customer’s Quality and Sustainability goals, strategic growth plans and business drivers, technology strategy, and competitive landscape. • Maintain clear and updated documentation on all information gathered to ensure the rest of the team is enabled to operate efficiently. • Help the rest of the team continuously improve the revenue growth process and strategy. • Drive account strategy in generating and developing business growth opportunities, working collaboratively with cross functional leaders as well as the Product team. • Cross functional collaboration with Product to ensure the team continues to enhance capabilities that better serve our customers. • In collaboration with the product team, responsible for the deep understanding of all current and future product capabilities and their respective value proposition. • Stay up to date on all Product and major Industry developments.

Requirements

• A minimum of 5+ years in a customer-facing role, preferably as a Customer Success Manager or in a similar position, demonstrating a strong track record of success. • Fluency in English is a must, and any other language such as Spanish or Portuguese would be preferred. • Strong interpersonal skills with the ability to build rapport and trust with clients. • Excellent communication and presentation skills, both written and verbal. • Ability to prioritize, multitask, and manage time effectively in a fast-paced environment. • Analytical mindset with the ability to interpret data and trends. • Experience working in a cross-functional team environment. • Familiarity with CRM software and customer success tools is a plus. • Ability to establish and grow in senior-level relationships (Directors, VP, etc.) being seen as a trusted advisor. • Comfortable to own and manage quarterly objectives and quotas.

Benefits

• Unlimited Annual Leave : We prioritize your well-being and trust you to manage your time. • Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable. • Project Ownership : You get to lead the initiatives you're passionate about, professionally or socially. • Grow with us: We're invested in your personal and professional development. • Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation. • Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself. • Celebrate together : Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.