Senior Manager - Customer Success Job in Icertis

Required Qualification

• A minimum of 16 years of combined experience in Customer Support/ Success.
• Bachelors and Masters degree from a renowned college or university
• 10 15 years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization
• Should have strong problem-solving skills, with excellent written and verbal communication
• Advanced to Expert knowledge of Microsoft Excel/Word
• Deep product management or product evangelization experience with the aptitude to learn new products
• Comfortable in engaging senior executives in strategic discussions and lead Executive Business Reviews
• Experience in growing business in North American and EU markets
• Passion for solving client challenges and commitment to client delight
• Flexibility to work with our customers in their time zone
• Proven ability to coach, mentor, and develop individual contributors
• Naturally curious, with excellent critical-thinking skills

Primary Responsibilities

• Learn about the product in-depth so that you can articulate the value to existing and new customers
• Empower Icertis customers to improve their end-customers experiences and achieve business objectives through the adoption of ICI
• Develop a deep understanding of customer needs and be able to tie them to specific ICI use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively
• Understand Customers current ICI implementation and ensure maximization of business value realized by the customer through consultative support, training and configuration optimization
• Work at flexible hours to interact with employees and customers at different geographies, however, predominantly work in EMEA shift
• Be the customers voice within Icertis providing feedback to Product Management to develop/identify new features
• Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with Icertis customer advocates to generate new business (upsell and cross-sell)
• Serve as the internal voice of the customer and advocate for our clients needs (services, support, product management, executive alignment)
• Manage and track key performance indicators (KPIs) including renewal, consumption, adoption and expansion commitments to ensure exceptional, predictable results
• Define and Measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives and Identify opportunities for customer references and case studies
• Work with the recruitment team for hiring activities
• You may travel on-demand to a customer site for short visits
• You will be a role model for others in terms of work ethics, quality and deliveryand will follow Icertis values (FORTE) Fairness, Openness, Respect, Teamwork and Execution (focus, follow-up, follow-through, fast)