Enterprise Customer Success Manager

You’ll work collaboratively with SAI enterprise clients to help solve complex business problems using SAI’s Acadia® software platform. By doing so, you'll ensure a positive return on their investment and expanded use of the product. SAI is a full-spectrum technology consulting and software company serving clients across North America. From our office in Hunt Valley, Maryland we provide enterprise-class software products and digital consulting services. We wake up every day with the goal of helping clients thrive.

Organizations everywhere strive to identify best practices and integrate them into their daily operations, but until now, doing so successfully has remained an elusive goal. Acadia breaks new ground as a software solution that provides just-in-time training and procedural information to employees, anytime, anywhere, on any web-enabled device. It is a simple but powerful management tool that enables continual performance monitoring and improvement.

You’ll build relationships with our Acadia clients to ensure the best possible experience from the initial engagement of prospects, through client onboarding, and expansion.

You’ll also be working with an experienced team of software and consulting industry professionals as we continue to grow a user base among Fortune 500 Manufacturing, Transportation, Logistics, and Banking clients.

Your Primary Responsibilities

• Embody SAI’s client-driven culture, using client feedback and potential outcomes to guide all decisions
• Build warm and engaging relationships with executive-level client contacts
• Understand client goals and use cases to deploy the proper support model and plan capacity
• Develop, monitor, and maintain client health indicators to trigger action, inform stakeholders, and increase engagement
• Communicate effectively with all stakeholders, internally and externally

Contribute to a Customer Success team that:

• Injects the voice of the client into all internal decisions
• Increases client engagement to deliver positive, KPI-driven outcomes while sustaining and expanding product usage
• Works collaboratively across teams to ensure client success (Support, Dev Ops, Engineering)
• Grows relationships with multiple contacts across the account
• Works collaboratively with SAEs and Marketing to optimize Prospect engagement and conversion
• Participates in internal planning to map use case and revenue expansion opportunities
• Creates value in the discovery and demo process
• Creates, uses, and improves standardized tools and processes

Desired Knowledge, Skills and Abilities

• Problem solver: can break complex issues into their simplest components and identifies compromises to overcome challenges
• Strong executive presence: is calm and confident presenting ideas and earns the trust and respect of senior leaders
• Plans and prepares in advance: understands good preparation leads to an efficient and effective path to success
• Lifelong learner: is curious; researches new topics to gain understanding and expand capabilities
• Coachable: listens to feedback from all sources and adjusts approach
• Empathetic: understands others’ motivations and point of view to find common ground and build a practical approach
• Unflappable: performs well under pressure, perseveres when things don’t go according to plan

Required Education and Experience

• Bachelor’s degree in Business, Marketing, or Information Technology preferred
• Relevant customer success or account management experience for a B2B SaaS company
• Enterprise consulting experience a plus

Why Work With Us?

It’s an exciting time at SAI. We’re in growth mode. We have introduced a unique product that helps revolutionize how companies conduct business. This will enable us to reach all new markets and engage in valuable, high-level business partnerships.

We work with some outstanding clients. Do you know who helps Truist, Anheuser Busch and Mohawk streamline their internal operations? We do. We're trusted by business decision makers for our technical expertise, management skills, industry insights and partnerships. Our CSM’s have been instrumental in leading our clients to improve safety, regulatory compliance, onboarding and training, and employee retention.

Your voice will be heard. We’re big enough to do great work, yet small enough that you can have a real impact. Opinions and ideas are encouraged and valued. Some of our best improvements to Acadia have been identified by our CSM’s empathetic engagement with our clients.

You’ll grow professionally. We want our team members to continue to develop in their professions and stay on top of industry trends. You’ll have the opportunity to share your expertise and raise your professional profile through our blog, webinars, conferences and team collaboration events.

You’ll work with great people. SAI is known for hiring humble, hungry and smart team members who balance hard work with fun. We strive to make our work environment pleasant and productive, without interoffice politics. Our CSM’s engage with all levels of leadership both at SAI and our client companies.

Location, location, location. Conveniently located off I-83 across from Hunt Valley Towne Centre.

Competitive salary and benefits. We believe strongly in rewarding outsized performance with outsized compensation and rewards. You’ll work hard, and you’ll be compensated accordingly.

Job Type: Full-time