Strategic Customer Success Manager

Your mission as a Strategic Customer Success Manager is to build client loyalty and success through product adoption with our strategic accounts. You’ll develop and implement a year-round touchpoint strategy with strategic clients to ensure Energage products/services are exceeding clients’ expectations, clients are getting value from our products and services, and have all of the tools and resources they require. You will act as the voice of the customer, using their feedback to enact product and/or process changes within Energage. Additionally, a Strategic Customer Success Manager is an expert on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

Responsible for:

• Be a strategic visionary that can anticipate decisions, explore and uncover business needs and understand how Energage’s solutions can lead the customer to success
• Aid company growth by nourishing, building, and growing relationships across a portfolio of strategic accounts
• Establish clear goals, milestones and metrics that you and the customer will be working towards; periodically re-assessing and reviewing these with the customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Strategic accounts will be serviced in conjunction with the Strategic Account Managers, and this partnership is crucial to the success of these accounts. 
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Client Services, Development, and Finance to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through account expansion and renewals opportunity identification
• Use available technology regarding customer usage data to implement year-round touchpoint strategy with clients. In addition, completing regular checkpoints via phone and email, sending relevant marketing content, etc.

Qualifications:

You are an established customer success professional with 3 or more years of experience, who finds satisfaction in helping your customers achieve great things. You have an excellent track record in customer success

• You are an Energage platform expert - you can clearly and easily lead your customers through the Energage journey, and tie organizational challenges and priorities to our platform and services, with a focus on implementation and servicing strategic accounts
• You work collaboratively with the Strategic Account Managers to develop and foster customer relationships using your Energage platform knowledge. Alongside the Strategic AM, build, own, and execute client success and engagement plans
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or C-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• Executive project management skills and ability to manage, onboard, and communicate effectively across the C-suite
• Outstanding communication skills (written, verbal, and presentation)

Measured on:

• Your success will be measured by net retention

 

Energage is a remote workplace with employees in various US locations. While our employees enjoy the flexibility of daily remote work, they are also given the occasional opportunity for in person interaction. Whether in our office in Exton Pa, or in a coworking space/out in their local area. Currently we are looking for Participation Specialists in the Eastern time zone. This role is available for remote work in a variety of locations with some exclusions: 

• California 
• Massachusetts 
• New York City 
• Washington 
• Outside of the US 

If you reside in one of the above excluded locations, we will not consider you for this role. 

Benefits of Working at Energage:

• Gain hands-on experience in data analysis and storytelling
• Opportunity to work on meaningful projects that impact organizational strategy a