Technical Customer Success Manager

Yesterday

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SAI360

WebsiteLinkedInAll Job Openings

risk management • business continuity management • vendor risk management • IT risk management • compliance

201 - 500 employees

Founded 2020

📋 Compliance

☁️ SaaS

🏢 Enterprise

Description

• The Customer Success Manager (CSM) is responsible for the successful program delivery and adoption of SAI’s products and services to our customers and advocate on their behalf • Manage assigned client relationships to ensure that the highest level of service is provided • Drive adoption, engagement, and satisfaction with SAI360 products and services through a regular cadence of proactive activities and structured touchpoints • Understand customer objectives and how they translate to business outcome • Manage assigned client relationships to ensure understanding and enrolment of the CSM service • Build strong long-term relationships with customers by staying in strategic and constant communication and efficiently resolving issues tailored to client needs • Liaise with all necessary internal departments to ensure client solutions are delivered per agreed upon scope and timelines • Serve as the point of contact for queries on all services • Manage the client program through ongoing client collaboration • Develop a deep understanding of customer’s GRC business requirements and goals • Champion client requests; represent client interests in product and service solution planning initiatives • Escalate issues accordingly to appropriate Service management to ensure visibility • Manage client utilization to ensure effective use of programs purchased • Maximize working knowledge of all product and service solutions in scope • Track and report results of all identified client goals • Perform business development activities as required to assist Sales in the development of existing business • Complete other projects as assigned • Travel (approximately 10%) may be required

Requirements

• Proven track record in consultative customer facing role, ideally within technology or SaaS based companies with proven professional experience • Knowledge, or general understanding, of Governance, Risk, and Compliance (GRC) challenges and solutions within Corporate Markets • Basic technical ability with Microsoft Office 365 products, salesforce.com or other popular CRM brands, Zendesk, and remote meeting tools (i.e. Teams, Zoom) • Technical knowledge on queries (SQL) and Power BI reporting tool is highly advantageous • Excellent interpersonal, written, and verbal communication skills required along with the ability to collaborate within a remote-work environment throughout all levels of the organisation • Excellent interpersonal, written, and verbal communication skills required with the ability to work within all levels of an organisation • Ability to collaborate with and influence internal and external partners • Have a positive attitude with an innovation and change mentality • Expected to work independently, and as part of a virtual team where open, collaborative communication is encouraged • Self-starter with strong initiative, ownership, and accountability to the business

Benefits

• Health Insurance • Accident Insurance • Monthly sports allowance • Quarterly wellness days • Bonus incentive Plan • Annual leave as per local law