Job type full-time
Full job description
At upland software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibilityOur operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t changeWe’re passionateWe’re proactiveWe take pride in our work, and we love a good challengeSound like you?
The upland enterprise sales & marketing customer success team is looking for an exceptional senior level enterprise customer success manager who will actively engage and partner with our large enterprise customers to maximize adoption to achieve measurable business impactEnterprise customer success managers (csms) will own the customer journey, working with key stakeholders and executive sponsors to drive long-standing partnershipsWe view customer success as a strategic, competitive advantageIf you do as well and are excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.
In this role you’ll:
Manage a portfolio of approximately 20 strategic accounts, understanding business goals and challenges to help achieve renewal targets long term account growth
Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors
Collaborate with customer to build and manage customer success plans to aid the customer in achieving their objectives
Become a trusted advisor to key customer stakeholders to enhance overall customer experience
Work with internal cross-functional counterparts in sales, product, engineering and professional services to evolve, scale and mature our customers
Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers
Work with customer to programmatically measure success & operationalize business cadence through regular communication along with thoughtful quarterly business reviews
Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
Partner with internal account team on cross-sell, up-sell and renewal opportunities
Collaborate with peers to share best practices on adoption, enablement & change management
Share customer success stories & related roi
Bachelor’s degree in relevant discipline or equivalent experience
5 or more years relevant experience
Deep understanding of a saas customer engagement
Strong relational skills to establish trusted advisor relationships with large complex enterprise customers
Experience working in a cross-functional team
Demonstrated communication skills with an aptitude towards recognizing and presenting strategic guidance and kpis to customers to showcase roi
A bias towards action and an ability to work independently and as part of a distributed remote team
Strong organizational/time management skills and the ability to manage multiple customers and projects simultaneously
Self-starter mentality with an ability to thrive in a fast-paced environment
Proven customer service, leadership, and team interaction
Working knowledge across a broad spectrum of sales and sales operations processes
Salesforce acumen strongly desired, certifications a plus
Familiarity with saas products in the sales & marketing space
Upland software (nasdaq: upld) is a leader in cloud-based tools for digital transformationTo learn more, visit www.uplandsoftware.com.
Upland software is an equal employment opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.