Customer Success Manager
Adaptive Planning, Inc - Mountain View, CA

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In this position, you will drive maximum life-time customer value—a vital SaaS metric. You will become the owner of a group of customers for whom you’ll manage: retention, renewals, customer satisfaction and add on sales.

This is a great opportunity with huge growth potential! Candidates should be results-oriented, possess outstanding customer facing skills and technical acumen. The ideal candidate likes to work with external customers and cross functionally with other teams: Professional Services, Support, Product Management and sustaining engineering. This role reports to the Area Vice President of Customer Success.

Essential Functions and Responsibilities
  • Deliver proactive customer contact strategy to drive customer renewals, add-on software and services sales by ensuring accounts have a timely and complete understanding of Adaptive Planning’s product offerings
  • Increase customer satisfaction by understanding business needs and recommending things like: product/module additions, model changes or expanded usage.
  • Act as an escalation point; document problem description(s) with detail and record action steps taken in salesforce.com
  • Identify at risk renewals and address issues with internal teams
  • Monitor and track expected vs. actual product usage, purchasing business case validity and customer satisfaction
  • Forecast retention, renewal and satisfaction status for assigned accounts
  • Provide overflow support for Presales (product demonstrations) and support for services project
  • Provide as needed support for Services projects
Skills
  • Experience maintaining outstanding external customer relationships
  • Solid communication, listening and writing skills
  • Able to work in a team environment with calm demeanor
  • Ability to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts
  • Excellent understanding of enterprise application environments
  • Capable of working with people of varied technical and finance backgrounds
  • Organized and reliable: able to work independently with little direction when necessary
  • Self-starter with natural curiosity and technical agility
Experience
  • Proven track record with a minimum of 5 years of business experience. A huge plus if you have knowledge of/experience in cloud based software in one or more of the following roles: account management­­, software consulting, renewals management, TAM (technical account management)
  • Experience in the Business Intelligence, Enterprise Analytics, Enterprise Performance Management, Budgeting/Planning is a definite plus
  • Successful track record in reaching or exceeding goals in: customer retention, add on sales, new business quota attainment
  • Solid knowledge of accounting/finance and experience using CRM systems (e.g. salesforce.com)
Education Bachelor's degree or related equivalent of work experience

Location SF Bay Area or Boston MA; We will also consider remote location depending on experience

Compensation DOE Base/Incentive Compensation + Options + Benefits

Contact Qualified applicants should submit their resume and a cover letter highlighting their experience to the company via email at jobs@adaptiveplanning.com. Please include the words “CSM13” in your email subject line.

Adaptive Insights - 11 months ago - save job - block
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