Enterprise Customer Success Manager

Job Overview: 

We are looking for an exceptional Enterprise Customer Success Manager to play a key role in ensuring the continued success of our rapidly growing customer base. In this role, you will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of top-tier enterprise customers, and responsible for showcasing Khoros product value that aligns with customers’ goals and related KPIs. You’ll partner with our sales team around account strategies to drive the growth and retention of our customers.

Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The keys to achieving this success are the effective adoption of our products across a customer’s organization, facilitating their technical success while nurturing their overall aptitude, showcasing high impact results that align to a customer’s business objectives, and continuous strategic and relationship alignment.

Some responsibilities include:

Effective Adoption:

• Understanding a customer’s journey, maturity, and value proposition for each solution and in the role of social media management
• Build shared, evolving Success Plans that collectively  track the customer’s individual goals and related KPIs by product type
• Empower our customers to be internal ambassadors for our products and services and drive growth across the organization

Business Value Realization:

• Understand and articulate the customer's executive priorities and defined initiatives where our products and services can have an impact
• Quantify and describe the business value created by the customer's use of our products, at present and at full potential
• Build Executive Business Value Reviews (BVRs), which utilize goals and KPIs captured in a Success Plan, to provide valuable insights, thoughtful recommendations, and product guidance to a senior leader or executive-level audience
• Exercise strategic and creative problem-solving to provide best practices and innovative solutions
• Build customer advocacy by providing customers with a platform for showcasing their success — i.e., webinar participation, event-based speaking opportunities, case study participation, and more
• Drive customer relationships that build advocacy in the form of indirect revenue growth — i.e., sales references, industry analyst references, software reviews, and NPS

Operational Excellence:

• Work as a facilitator, strategist, and guide to our products and services for an assigned portfolio of enterprise customers
• Serve as the main point of contact, leading regular status calls, ongoing communications, and strategic discussions tailored to an executive audience
• Lead internal and external account planning, motivated by pathways toward customers’ growth
• Present new opportunities, services opportunities, and high-level roadmap vision to customers
• Leverage technology and internal tools to identify potential risks and address escalations and issues as needed
• Partner with internal teams to share customer feedback and ensure delivery of all commitments and Professional Services projects
• Work closely with sales counterparts and uncover growth opportunities with the customer

You might be a good fit if: 

• 8+ years of account management experience in a customer-facing role; strategy development and SaaS experience preferred
• Passion and aptitude for technology and business transformation
• Excellent presentation, with written and verbal skills
• Strong organizational, time-management, and prioritization skills
• Keen analytical skills and ability to gauge and anticipate trends using data
• Thrives in a fast-paced collaborative environment
• Resourceful and motivated to uncover insight, answers, and information across a range of internal teams
• Positive attitude and strong work ethic
• Aptitude for developing and nurturing positive relationships
• Up to 25% travel when approved

Preferences:

• Demonstrable knowledge of social media platforms, community, or digital contact centers in a business context
• Creative self-starter; originates and drives constant improvement
• BA/BS degree preferred

At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know confidence levels and imposter syndrome can get in the way sometimes. We don’t want either to get in the way of finding awesome candidates!