Customer Success Leader

hace 6 días


San José, San José, Costa Rica Smartsheet A tiempo completo

About the Job

Smartsheet is seeking an experienced Customer Success Manager to join our team. In this role, you will be responsible for managing a portfolio of enterprise-level accounts to drive customer satisfaction and retention. This includes serving as the primary contact for key customers, understanding their success criteria, addressing questions and issues, and providing guidance on best practices.

Job Description

  1. Initial Onboarding: Perform initial onboarding of new accounts to ensure successful adoption and ongoing engagement
  2. Engagement Strategies: Develop and implement comprehensive engagement strategies to maintain high customer satisfaction levels
  3. Customer Support: Provide expert guidance and support to customers on work management, collaboration, and project planning
  4. Customer Success Reviews: Lead regular customer success reviews to confirm satisfaction, address concerns, and expand Smartsheet usage within the account
  5. Cross-Functional Collaboration: Collaborate with Sales and Professional Services teams to share customer insights and inform additional product and service sales opportunities

Requirements

  • Professional Experience: 3+ years of experience in account management or a related field
  • Skill Set: Proven track record of maintaining valuable relationships with diverse customer base, strong task management skills, and passion for working with leading-edge web-based technologies
  • Prioritization: Excellent prioritization and time management skills to meet deadlines


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