DRIVE RESULTS AND TRANSFORMATIONAL OUTCOMES FOR OUR CUSTOMERS
This is an opportunity to work with one of the fastest growing Business Intelligence companies in the world, recently valued at $1B+. We're a company of builders who've created a product for builders. Our London office is rapidly growing and we are looking for individuals who are able to work in a hybrid setting, meeting with fellow teammates two to three days a week in person.
WHY YOU SHOULD JOIN OUR CUSTOMER SUCCESS TEAM:
Customer Success Managers at Sisense are viewed as trusted partners by our account base. Tenacious, focused and well-organized individuals, the Enterprise Accounts CSM will become a key member of our CS Group. The Core Responsibilities of this role involved managing relationships with users and decision-makers in the account, managing revenue and growth objectives, being accountable for customer and partner satisfaction. Responsible for planning and execution of complex projects, coordinating communications, schedules, and scoping to ensure successful and on-time implementation. The superior candidate will demonstrate core traits of ambition, resilience in the face of adversity, genuine curiosity about customer’s business needs, strong technical orientation, and ability to custom-tailor solutions for a variety of scenarios.
WHAT YOU’LL DO:
Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests.
Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.
Protect existing revenue streams, identify and neutralize competitive threats.
Actively farm existing account base to identify new solutions or service opportunities and provide valuable account information and insight to support sales.
Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations.
Coordinate activities and provide leadership on directions of key projects, initiatives, and issues across internal business units.
Conduct regular briefings on account status to senior management and other internal stakeholders.
HOW YOU’LL RAMP:
By Day 30...
You’ll have completed the Customer Success training program where you’ll learn about Sisense’s values and culture, get equipped with various relationship techniques, and gain a basic understanding of Sisense’s offering, the competition, and the transformational outcomes we help customers across all industries achieve.
You will start visiting customers and see firsthand how we build relationships and perform executive business reviews
Day 60...
Day 90...
WHAT YOU’VE ACCOMPLISHED... SO FAR:
You have a minimum of 6-8 years of experience in account management and/or CSM experience supporting Fortune 500 companies.
Strong Project Management skills and ability to work with complex technical products.
Preferably experience in BI solution implementations.
Knowledge of the SW development life cycle – demonstrate the ability to work cross-functionally to address complex technical issues or customer requests.
Previous experience working successfully with quarterly targets
Proven experience in up-sell and cross-sell deals.
Experience working with Saas/Cloud accounts
Proactive by nature. Go above and beyond to serve as a trusted advisor to your customers.
Exceptional interpersonal, listening, written and verbal communication skills are a must.
Proven track record of successfully building and nurturing multi-level client relationships.
Ability to build and manage the executive relationship
Superior critical thinking, decision making, and problem-solving skills.
Success-oriented spirit with a focus on customer delight.
You’ve identified ways to grow and expand our customer footprint while partnering with our Sales teams.
You have the ability to forecast churn and upgrades for your account base.
You’re able to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously.
You’re comfortable dealing with complex customer relationships, decision processes, and competing agendas.
Ability to tailor message formats and contents to the audience and get heard.
Able to operate in a fast-paced environment.
We are Sisense.
Sisense is leading innovation in the agile business analytics market. We pair our innovation with an obsession for customer success, giving customers around the world an analytics solution that makes it easy to explore data and instantly get the answers needed, regardless of technical expertise. Sisense’s complete BI software platform offers data mash-up of complex data sets, a radical analytics solution, AI, machine learning, and natural language processing creating the most innovative solutions for how people will consume data in the next five years. This makes us the ideal platform for both startups and global brands like UiPath, Toyota, Wix, GE Healthcare, Nasdaq and Philips, Skullcandy, Airbus, Fujitsu, and more.
