Team Manager of Enterprise Customer Success

Team Manager of Enterprise Customer Success


The Team Manager of Enterprise Customer Success is responsible for leading and growing a team of Enterprise Customer Success Managers. Team Managers ensure that team members are driving customer success and adoption that exceeds customer expectations. In addition, they provide guidance to their teams in managing their accounts and workloads and serve as a mentor through challenging situations with customers. As a leader in the Customer Success organization, the Team Manager is also responsible for leading strategic initiatives aimed at maximizing adoption, retention and overall customer lifetime value.

What You’ll Do:

Team Management:

  • Manage a team of 8-10 Enterprise Customer Success Managers to build strong, long-lasting relationships with customers
  • Provide ongoing mentoring, coaching and feedback to support optimal performance and development of team members
  • Play a major role in scaling Workiva’s Customer Success organization including hiring, training and development
  • Motivate and inspire the team to perform at the highest level
  • Keep the team updated with critical, cross-departmental updates from engineering, sales, marketing, professional services and other groups
  • Assist Customer Success Managers in establishing and working towards a set of goals
  • Perform routine quarterly performance reviews for team members

Customer Satisfaction and Adoption:

  • Engage with Enterprise Customer Success Managers to ensure they are accurately identifying the business requirements and determining the definition of “success” for each and every customer
  • Drive customer retention and revenue growth through people management, training and mentoring as well as metric-driven process innovation
  • Continuously monitor customer accounts and services to be proactive in the remediation of customer satisfaction concerns
  • Prevent customer churn and know when to escalate critical customer needs
  • Ensure accurate reporting of account status and time tracking
  • Promote culture of creativity centered on increasing users, adding use cases, and developing customer champions

What You’ll Need:

 

  • Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
  • Exceptional customer-facing communication and interpersonal skills: able to understand and articulate the needs of the customer and deliver on those needs
  • Strong problem solving and analytical skills with the ability to formulate solutions and make decisions that deliver real business value
  • Ability to lead people in a high-energy environment
  • Strong verbal/written communication and presentation skills; exceptional listening skills
  • Self-motivated and action-driven with the ability to take initiative, execute and follow-through
  • Well organized with the ability to manage a team as well as customer and internal relationships simultaneously
  • Strong technical aptitude
  • Travel up to 25%

View page here

Skills

Posted on

April 9, 2019