Strategic Customer Success Manager

Strategic Customer Success Manager - Global Enterprise level 

As a Strategic Customer Success Manager at Funnel, you will own a limited portfolio of global customers and work closely with our Strategic Account Managers to build the customer stakeholder relationships needed to increase value and grow their investment in Funnel. 

Responsibilities

To be successful as a Strategic Customer Success Manager at Funnel you need to understand your customers’ business, the value they expect from our tool, and the route to successfully creating a world-class business-ready data setup. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Day-to-day responsibilities include:

• Develop and maintain a strong, productive relationship with Funnel’s highest value and largest potential customers in your book of business.

• Work to understand your customers’ business, goals, needs, and opportunities with Funnel and tie that into their overall business goals.

• Own the end-to-end success of your customers with Funnel, collaborating closely with colleagues in the account team for customer onboarding, revenue retention, growth, and adoption. Within this overarching goal, you will:

  • Work with Solutions Consulting for an efficient and effective onboarding

  • Conduct regular quarterly business reviews and/or strategic business reviews to drive adoption and ongoing value together with the Strategic Account Manager.

  • Use customer usage metrics to find opportunities to deepen Funnel's footprint and impact our customers through driving more value for the customer. 

  • Serve as the customer's trusted advisor and product expert, hosting training sessions as required to support ongoing customer education and new use cases for Funnel.

  • Share how our company and product direction will contribute to our customers' marketing data goals

  • Advocate internally for your customers’ needs with Product and other stakeholders to ensure we're working in the best interests of our customers

  • Work closely with the Strategic Account Managers to surface, pursue, and close growth opportunities/surface, mitigate and remove churn risks

  • Collaborate with the Strategic Account Managers to develop and maintain account plans based on research and knowledge gathered whilst working on the account

• Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences

• Operate in a fast-paced environment, juggling priorities of multiple internal and external parties efficiently and effectively

• The nature of this role requires full-time working hours, equating to 40h / week and a 4 day a week office policy. 

Who you are

• 5+ years of experience in a client-facing and relationship-building role, such as Customer Success, Account Management

• Relationship builder - you have proven ability to establish credibility and positive working relationships with customers across seniority levels, seeking to understand their needs and working with them to realize product value, translating to account growth

• Problem solver - you not only help to solve immediate problems but also strive to help the customer long-term, with clear explanations of recommended solutions. As a proactive solver you also take the time to understand the platform’s technical capabilities and customer use cases in an attempt to diagnose and resolve issues independently before reaching out for support.

• Technical aptitude - you are data-driven and have good technical capabilities. 

• Analytical - you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights

• Strong communicator (written & verbal) - you are able to create rapport with customers and colleagues quickly and can communicate objectives and needs clearly

• Strategic mindset - you understand the bigger picture as well as the detail in an account and can identify what needs to be done to achieve a customer’s goals with Funnel

• Effective time manager - you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic enviro