Customer Success Manager - Kitchener, Canada - Acceldata Inc

Description

Acceldata is the market leader in Enterprise Data Observability.

Founded in 2018, Silicon Valley-based Acceldata has developed the world's first Enterprise Data Observability Platform to help build and operate great data products.

Enterprise Data Observability is at the intersection of today's hottest and most crucial technologies such as AI, LLMs, Analytics, and DataOps.

Acceldata provides mission-critical capabilities that deliver highly trusted and reliable data to power enterprise data products.

Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Zoominfo, GSK, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more.

We are looking for an Enterprise Customer Success Manager (CSM) who has what it takes to accelerate our customers in their defined path to success.

Our customer base is quickly expanding along with our Customer Success team.

Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Acceldata" reputation and position as a vendor.

Become an enabler for the customer teams via dedicated office hours, recorded enablement snippets, Scoped Proof of Values, etc., Work with key stakeholders in coordinating Customer Success Workshops to devise a Customer Success Plan(CSP) with defined measurable Milestones/Timelines.

Continuously track and publish churn risks. Identify risks or barriers to success and proactively put together an action plan to de-risk.

Proactively work with Professional Services, Support, Product, and Engineering to ensure the health of Acceldata Platform deployed on customer environment with no unplanned disruptions, no lengthy upgrades, acceptable Time to Resolution(TTR) on support tickets, acceptable Time to Market(TTM) on feature requests, etc., Project manage and communicate the outcomes agreed on the Customer Success Plan.

Effective Account Management with regular cadence with not just the key sponsor but also all key stakeholders of the installation.

Organize periodic Monthly Business Reviews(MBR), Quarterly Business Reviews (QBR), and Executive Business Reviews (EBR).

Lead key survey participation like NPS surveys, CSATs, etc., Possesses the ability to interface with C-level executives to drive program strategy and ROI.

Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users.

Partner with Sales with Account Planning to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio.

Data and AI domain knowledge and experience are required. ~10+ years of experience in Enterprise Customer Success, Account Management, Pre Sales Engineering, Architecture, or Consulting. ~ Customer Success Platform experience (Totango, Gainsight, Churnzero, Catalyst). Currently, we are evaluating Salesforce. ~ Hands-on building of CS processes (adoption, churn reduction, risk management, renewals, expansions, etc). ~ Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding, and execution.

~ Excellent customer-facing skills and the ability to communicate with Executives as well as other stakeholders both internally and externally.

~ Experience with building customer relationships across organizations from C-level to end-user.

~ At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or any other special status.

We also believe in providing our employees with the right tools and resources to help them excel at their job.

Up to 100% employer-paid benefit options for health, dental, and vision coverage - Becoming part of the team who's coined the term "Data Observability"#