Enterprise Customer Success Manager - Strategic

Do work that matters.  

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.    

Our values, which reflect our view on what’s important and what’s right, include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.    

Our Enterprise Customer Success Manager - Strategic takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of enterprise accounts, but with significantly higher ARR, providing the highest level of strategic partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. The Enterprise CSM – Strategic approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals. Additionally, they possess mastery of the entire product and feature offering, with a deep understanding of the value drivers and positive business outcomes our customers can achieve. 
 
Who you are:   

You are an accomplished Enterprise Customer Success Manager with proven success working with Enterprise and, ideally, Strategic Enterprise customers. You think strategically to drive adoption, retain, and expand your accounts. You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a "we're all in this together" mentality.    

What you get to do every day:    

• Build strong relationships with our customers in the enterprise category  
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention  
• Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities   
• Manage a series of personal touchpoints and to drive ongoing customer experiences  
• Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features  
• Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward 
• Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations  
• Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administrative support   
• Respond to all customer inquiries in a thoughtful and timely manner  
• Keep track of new product developments and strategically inform/train customers on them   
• Communicate desired software requirements to product management team in a cross-functional feedback loop  
• Effectively track all customer communication in Gainsight and Salesforce, as well as maintain most relevant information in Enterprise Account Plan up to date 
• Contribute to AlertMedia’s culture, values, and vision for the future    

What you bring to the role:    

• 5+ years’ experience as a Customer Success Manager   
• 3+ years’ experience supporting Enterprise customers in a CSM role  
• Desire to work with demanding, multi-national customers  
• Established CSM who is self-motivated and customer-focused  
• Salesforce & excel required, Gainsight (nice to have)