What are the responsibilities and job description for the Customer Success Manager position at AppDirect?
About Team
AppDirect is the leading cloud service marketplace company dedicated to revolutionizing the way businesses run. We offer a cloud service marketplace and management platform that enables companies to distribute digital services. The global network of AppDirect-powered marketplaces allows businesses to find, buy, and manage the best applications the cloud has to offer.
Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.
About You
The Customer Success Manager is responsible for establishing and maintaining a trusted advisor relationship with our customers that will result in overall customer satisfaction, account growth, product adoption, and retention. The Customer Success Manager partners with our customers post-sales to drive best practice adoption and use of our platform to achieve maximum value of its implementation. The anticipated outcomes include supporting customers to achieve their success performance goals, identifying revenue expansion opportunity, increasing customer satisfaction and overall customer health scores.
What you'll do and how you'll make an impact
-
Execute growth plans with assigned customers to expand consumption of existing offerings and demand for new offerings.
-
Develop industry and product expertise in order to advocate best practices.
-
Serve as platform functional expert to drive optimal use and maximize effectiveness and adoption relevant to business needs.
-
Conduct Quarterly Business Reviews (QBRs) which include building an account-specific “success plan” inclusive of customer objectives, stakeholders, milestones, risks and key success metrics needed to achieve them.
-
Identify growth and upsell opportunities within the account and drive those to execution
-
Work closely with Professional Services to qualify custom requests.
-
Establish and strengthen professional relationships with key decision-makers, including executive sponsors in assigned customers.
-
Collaborate effectively with the account team on overall account dynamics and strategic opportunities to help customers achieve a best in class experience.
-
Opportunity to travel to client locations (travel 20%) based on Covid restrictions.
What you'll need
-
Eagerness and ability to tune, tweak and improve a rapidly evolving client engagement process.
-
Strong business acumen, especially around subscription commerce.
-
Consistent record as a top performer in customer success, program management, and/or account management requiring ownership and execution of complex, client-facing enterprise programs with senior internal and external stakeholders.
-
5 years experience leading ongoing customer relationships with Fortune 100 Technology companies.
-
Established reputation as a high integrity, top performer working for, or with large enterprise customers.
-
Ability to navigate, master, and evangelize an evolving software product ecosystem to our clients and partners.
-
Excellent communication skills in written and spoken English.
Assets
-
Previous eCommerce and/or marketplace management experience is a plus.
-
Experience with SaaS and working with partners like Microsoft, DocuSign, Dropbox, Zendesk, etc.
At AppDirect, we believe that innovation thrives in an environment that houses a diversity of excellence, experience, and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. We take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information on our general privacy practices, please see AppDirect Privacy Notice: link: https://www.appdirect.com/about/privacy-notice