Enterprise Customer Success Manager

21 hours ago

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StellarAlgo

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Business Analytics • Data Visualization • Marketing Technology • Strategy • Sports

51 - 200 employees

⚽ Sports

☁️ SaaS

Description

• Deeply understand your customer’s business goals by researching and building relationships with an ever-expanding group of users, business, and technical decision makers across the organization. • Establish and execute customer success plans that support the Enterprise Account Executive’s account strategy. • Dive deep into your customer’s data, uncover and share meaningful use cases that drive adoption and ROI. • Educate data analysts, marketing directors, sales directors, and strategy executives on fan data best practices, developing fan insights, and leveraging fan insights using the StellarAlgo Platform. • Identify and assist customer stakeholders to configure key business rules and automations inside the StellarAlgo platform to achieve their data strategy outcomes. • Craft externally shareable customer success stories that demonstrate value. • Execute renewal and upsell activities in partnership with the Enterprise Account Executive. • Lead customer success initiatives, including customer onboarding programs, adoptions programs, and proactive support and feature launch efforts. • Actively seek customer feedback, identifying and understanding the drivers of satisfaction and dissatisfaction. • Craft success stories to highlight StellarAlgo’s value. • Act as a voice of the customer, bringing back customer insights to the StellarAlgo team to impact our product and service. • Anticipate issues and risks on customer satisfaction, determine the root cause of problems, remove blockers, and establish action plans to improve your customer's overall experience. • Proactively establish agreement on success measures and manage the execution of success measures to prevent the need for recovery plans.

Requirements

• 5+ years of Customer Success Management in a SaaS product environment • Experience working with key enterprise accounts • Proven ability to build relationships and strategize with product users as well as executive customers • Experience working in the sports industry for a league or team • Experience with analyzing and interpreting complex data sets to derive actionable insights (familiar with using Tableau, Power BI or similar) • Hands-on experience with CDP and or other data/analytics software