Partner Customer Success Manager - Europe

November 3

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Tempo Software

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SaaS • JIRA • Agile • Time Tracking • Resource Management

201 - 500 employees

☁️ SaaS

🏢 Enterprise

⚡ Productivity

Description

• As a Partner Customer Success Manager at Tempo, you will be responsible for managing both Channel Partner and direct Customer relationships. • Drive a best-in-class customer journey, from onboarding to renewal, for our largest clients, including Fortune 500 companies. • Play a pivotal role in empowering customers and partners to optimize their strategic portfolios, leveraging Tempo’s suite of applications across ecosystems. • Drive the development and implementation of our Enterprise GTM Customer and Channel Partner strategy, including success plans, QBRs, cross-selling, and renewal forecasting. • Create value engagement frameworks by interpreting customer company/financial performance and other relevant data sources. • Establish business objectives and goals with Channel Partners and direct Customers, building measurable success plans and setting communication cadences to deliver ROI and operational reviews. • Develop innovative ways to share impactful data and insights with Customers/Partners, aligning with their success drivers through operational reviews and Strategic Business Reviews. • Increase customer engagement across complex, global accounts by applying data insights, product knowledge, and industry expertise. • Support complex product implementations, ensuring alignment with customer objectives and success criteria, and driving user adoption at scale. • Act as a change agent for both internal systems/processes and external product/workflow management. • Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts. • Evaluate customer health and propose holistic, multi-product solutions for different use cases. • Maintain high levels of customer engagement and satisfaction, leading to account reference-ability, advocacy, and loyalty. • Act as the “voice of the customer,” working with product management to translate business needs into product requirements and crafting new solutions. • Collaborate with internal resources on escalation and resolution processes for critical customer issues. • Contribute to strengthening the customer-centric culture at Tempo.

Requirements

• Experience: 5+ years in B2B SaaS within Customer Success, Account Management, or Management Consulting. • Leadership: Experience managing a $5M+ ARR book of business, with direct responsibility for customer churn, product utilization, renewals, and customer health. • Enterprise Expertise: Managed enterprise RFPs for 1,000+ user accounts, working closely with direct sales and implementation teams. • Global Account Management: Experience managing Channel Partner relationships and large global enterprise customers with 50K+ employees. • Consultative Approach: A consultative mindset with the ability to diagnose issues and prescribe solutions effectively. • Self-Motivated: A data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption. • Interpersonal Skills: Strong ability to initiate and build relationships across organizations, including with Executive sponsors. • Team Collaboration: A passion for teamwork, contributing to a strategic account team to build a world-class, enterprise-level global customer experience. • KPI Management: Regular use of dashboards and reporting to manage performance against KPI goals. • Technical Proficiency: Extensive experience with workforce planning and management systems like Jira, Asana, Monday.com, and other productivity tools. • CRM Experience: Familiarity with Salesforce, HubSpot, or other CRM tools. • Agile Mindset: Prefer working in Agile environments with a solid understanding of SaaS models.

Benefits

• Remote Work: Work from anywhere! • Unlimited Vacation: Available in most locations. • Comprehensive Benefits: Health, dental, vision, and retirement savings plans. • Dynamic Teams: Join diverse and dynamic teams distributed across 12+ countries. • Impactful Work: Engage in challenging and exciting work with recognized global brands. • Social Activities: Enjoy a range of social activities, both in person and virtually. • Inclusive Culture: Be part of an inclusive culture that values unique perspectives and contributions.