Enterprise Customer Success Manager - Technical

July 21

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Swoogo

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Serious event management software designed for regular humans.

51 - 200

💰 $20M Series B on 2022-02

Description

• Foster connections with key stakeholders in both business and Events/Marketing departments, becoming an authority in the customer's implementation and comprehending their primary business objectives and priorities • Guide customers in attaining their business goals by offering proactive recommendations that enhance their continuous usage of Swoogo • Establish a reputation as a dependable advisor among business and technical decision-makers • Recognize prospects within the customer's industry for leveraging the capabilities of the Swoogo platform and collaborate with the Account Management team for expansion possibilities • Champion innovation and early adoption of platform features by collaborating closely with the Product team • Identify suitable projects for guided Services, gather requirements, and serve as a bridge between the customer and the Services team • Monitor Swoogo adoption and usage patterns, success plan adoption, and usage, providing direction during Quarterly Technical reviews • Act as a proactive intermediary with the Support and Product teams to address product features and technical hurdles • Proactively update customers about upcoming technological changes or potential disruptions to their service, offering mitigation strategies • Communicate proactively in case of service degradation or disruption • Participate in issue assessment and resolution, acting as a customer advocate and propelling business reliability and customer contentment • Identify and collaborate with internal teams to mitigate risks linked to license renewals • Conduct demonstrations to showcase existing yet untapped Swoogo capabilities • Contribute to internal projects and initiatives, sharing knowledge and best practices with colleagues, and serving as a Subject Matter Expert (SME) for specific technical or procedural domains within the Swoogo team

Requirements

• A BA/BS Degree or equivalent • 5+ years of pertinent work experience in areas like Customer Success, Event Technology, Technology Consulting, Technology Solutions Development, and Technical/Solutions Architecture • Familiarity with JIRA; Expertise with Martech, particularly integrations with Salesforce, Marketo, Hubspot, Eloqua; Emphasis on Salesforce automation (SFA), Lead Management, and Marketing; Proficiency in marketing automation, lead scoring, lead nurturing, and campaign automation • Proficiency in several of the following technologies: • HTML, CSS, JavaScript; APIs, JSON, and HTTP Requests; • Various Authentication methods including OAuth and Basic Auth; Comprehension of UTM/URL parameters • Familiarity with IT systems supporting end-to-end business processes throughout the customer's value chain • Experience collaborating with extensive, intricate, distributed systems within enterprise-level organizations • Significant experience with large-scale implementation of complex solution environments • Capability to navigate and lead endeavors in managing intricate customer requests or projects involving multiple stakeholders and enterprise systems • Demonstrated ability to communicate, present, and influence effectively at all levels of an organization, including executive and C-level stakeholders • Strong aptitude for prioritization and multitasking, with the capacity to perform effectively under pressure • Ability to comprehend technical concepts and translate them into business terminology, along with mapping business requirements to technical features • In-depth understanding of diverse event marketing processes (Sales, Service, Marketing, Support), business applications, and automation

Benefits

• Learn more about Swoogo • How we work