Senior Customer Success Manager, Strategic Accounts

Company Description

MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

As a global organization, MicroStrategy seeks to provide exceptional career opportunities for people with diverse backgrounds and experiences. We recognize that having a diverse workforce enables us to leverage the strengths and qualities that are unique to each individual. We believe that having a culture of inclusion encourages innovation and that this in turn drives agility and value for our employees, partners, and customers. 

Values: Be Engaged, Precise, Agile, Transparent, and Cheerful

Job Description

MicroStrategy (Nasdaq: MSTR) is the largest independent publicly traded analytics and business intelligence company. The MicroStrategy analytics platform is consistently rated as the best in enterprise analytics and is used by many of the world’s most admired brands in the Fortune Global 500. We pursue two corporate strategies: (1) grow our enterprise analytics software business to promote our vision of Intelligence Everywhere and (2) acquire and hold bitcoin, which we view as a dependable store of value supported by a robust, public, open-source architecture untethered to sovereign monetary policy.

The Role:

As a Strategic CSM, you will manage MicroStrategy's largest and most strategic accounts. You will serve as a trusted advisor to your customers, know their company and industry well and be a strategic partner in optimizing their use of the MicroStrategy platform to achieve their business goals. You will ensure the highest customer satisfaction and a very personalized customer experience in each touch point. You will work closely with our clients to understand their business objectives, challenges, and requirements, and then collaborate with internal teams to ensure the successful adoption, implementation, and ongoing usage of the MicroStrategy platform.

Customer Onboarding

• Guide new customers through the onboarding process, ensuring smooth and successful implementation.

Account Management

• Serve as the primary point of contact for assigned customer accounts, fostering strong relationships and trust.
• Conduct regular check-ins with customers to understand their evolving needs and challenges.
• Monitor customer usage and adoption of our SaaS products and provide recommendations for optimization.

Financial Management

• The Strategic CSM will be responsible for managing a book of business of $10-$15M ARR with accounts > $2M in ARR each in NA and $5M- $10M total ARR with accounts > $1M each for IN.
• Provide accurate forecasting regularly to Sr. Director.
• Maintain a high retention and growth rate meeting set quarterly goals.

Customer Advocacy

• Identify and nurture advocates among our customer base to help promote our products and services.
• Encourage customers to provide testimonials, case studies, and referrals.

Product Training and Education

• Ensure customers are fully trained and share opportunities for additional education on new features and products.

Issue Resolution

• Act as a liaison between the customer and internal teams to address and resolve customer issues or concerns promptly.
• Escalate critical issues to the appropriate teams and ensure timely resolution.

Renewals and Upselling

• Ensure timely renewals of customer contracts. Proactively address any risks to achieving the full renewal.
• Identify opportunities for upselling or cross-selling additional products or features and collaborate with sales as needed.

Customer Feedback and Insights

• Gather customer feedback and insights to inform product development and improvement efforts.
• Advocate for customer needs and priorities within the company.

Metrics and Reporting

• Maintain and update customer success metrics and KPIs.
• Provide regular reports on customer engagement, satisfaction, and product usage.

Qualifications

Required Experie