Strategic Customer Success Manager - Enterprise

July 27, 2024

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Scope AR

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Scope AR is the pioneer of enterprise-class augmented reality solutions, delivering the industry’s only cross-platform AR tools for empowering frontline workers the knowledge they need, when they need it. The company revolutionized the way enterprises work and collaborate by offering a visual “knowledge base” solution that provides effective and efficient knowledge-sharing to conduct complex remote tasks, employee training, product and equipment assembly, maintenance and repair, field and customer support, and more.

51 - 200 employees

Founded 2011

💰 Venture Round on 2022-12

📋 Description

• Serve as the primary point of contact for post-sales activities including, customer onboarding, consultative program management, and assigned commercial activities • Proactively engage customers and work closely with named accounts ensuring they are trained and successfully using our products • Regularly analyze customer feedback & data to deliver solutions based on internal and industry best practices • Advocate for customers leading internal teams and projects to solve customers' needs • Monitor & track customer health, identify risks, develop success milestones, and deliver customer recommendations through maintained stakeholder contact and recurring customer meetings • Prioritizing and proactively driving timely resolution of customer inquiries, proposing innovative ideas to evolve the customer experience toward greater value, and potentially traveling to meet with customers quarterly

🎯 Requirements

• 4+ years of applicable experience as a full lifecycle Customer Success Manager • Bachelor's degree or equivalent career experience Experience with the following technologies: Sharepoint, Excel, GSuite (slides, documents, etc.), Figma, or related visual or workflow tools, Hubspot, Zendesk, and Atlassian products (JIRA, Confluence) • Proficient interpersonal skills, demonstrated by the ability to build and maintain authentic business relationships at the executive level and effectively manage relational challenges • Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value • Influential verbal and written communication skills, including expertise in presenting to both small and large audiences • Proficient understanding of Sales lifecycle concepts within the Software as a Service industry • Ability to communicate highly technical details simply to non-technical audiences • Willingness to travel to customer sites and trade events as needed • Ability to effectively forecast, take measurable action steps toward, and exceed when possible, both net and gross retention goals • Proficient organization of projects and associated internal/external teams: exhibited project management and time management skills