Job Summary: 

• Manage a portfolio of roughly 60-80 Enterprise customers.
• Improve customer retention metrics (adoption, retention, engagement).
• Identify, improve, and lead all aspects of the health status of each of the customers.
• Drive the company product adoption by leading onboarding for new customers and teams.
• Make sure that customers get maximum value from the company and give them insight into this by running tech-touch activities (Webinars, Email Campaigns, User Meet-ups, etc.).
• Develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success.
• Setting shared goals for customer success
• Creating plans to achieve those goals, and holding the customer and own company accountable for hitting those goals
• Monitoring stats for documents processed, number of transacting suppliers, company's percentage of overall volume, etc
• Flagging unhappy or otherwise unhealthy clients early based on these metrics and forming remediation plans
• Keeping lists of promised deliverables and other open issues, and holding internal teams accountable for keeping promises

Skills on Resume: 

• Portfolio Management (Hard Skills)
• Customer Retention (Hard Skills)
• Product Adoption (Hard Skills)
• Onboarding (Hard Skills)
• Customer Engagement (Soft Skills)
• Playbook Development (Hard Skills)
• Goal Setting (Soft Skills)
• Performance Monitoring (Hard Skills)

Job Summary: 

• Own and drive the full customer lifecycle post-sale and initial implementation. 
• Engagement with and delivery (matrixed) for one or more key, Enterprise-level customers
• Be the primary point of contact and escalation point for Sagent’s highest-value customers. 
• Be accountable for coordinating/directing/driving delivery activities across Sagent to maximize customer delight and adoption 
• Focus heavily on driving extremely strong relationships with key, Enterprise-level customers, both deep and wide across the organization
• Responsible for leveraging executives at Sagent to help grow the relationship matrix
• Build strong partnerships and be a trusted advisor to help Sagent's customers achieve goals. 
• Define joint goals and annual business plans with customers
• Own and lead strategic customer business reviews with customer senior management/stakeholders and establish trusted relationships, leading to enhanced ability to upsell/cross-sell/renew/ensure customers are referenceable
• Learn everything about assigned customer accounts, key buyers, and users of Sagent products. 

Skills on Resume: 

• Customer Lifecycle Management (Hard Skills)  
• Enterprise Account Management (Soft Skills)  
• Escalation Management (Hard Skills)  
• Relationship Building (Soft Skills)  
• Strategic Planning (Hard Skills)  
• Executive Engagement (Soft Skills)  
• Customer Success (Soft Skills)  
• Business Review Leadership (Hard Skills)  

Job Summary: 

• Keep a finger on the pulse of customer issues and opportunities, and be the voice of the customer in internal Sagent decision-making / priority-setting discussions
• Orchestrate detailed customer account overviews within Sagent, including SWOTs, ROI, critical activities, milestones, successes achieved, issue management and mitigation plans, the path to success, the value of the partnership, etc. at leadership and delivery levels
• Maintain a deep understanding of Sagent products and roadmap and Introduce/explain/secure customer feedback on Sagent products and services that enhance digital transformation efforts and meet client business objectives
• Grow the business profitably for Sagent measured in part by “net retention” of clients
• Drive annualized growth and financial performance across multiple engagements in the customer program
• Solicit, gather, and consolidate customer feedback, market observations, and customers’ short and long-term business and technology objectives to help Sagent deliver high-value products, features, and capabilities at the release and roadmap level. 
• Coordinating with multiple customer-facing groups at Sagent to create holistic cross-customer views and delivering insightful feedback that can be used to make business decisions
• Coordinate with Sales and/or BD to develop and execute significant client renewals or upsell/cross-sell opportunities and any adjacent large, multi-year opportunities

Skills on Resume: 

• Customer Advocacy (Soft Skills)  
• Account Management (Hard Skills)  
• Product Knowledge (Hard Skills)  
• Client Retention (Hard Skills)  
• Growth Strategy (Soft Skills)  
• Customer Feedback Collection (Hard Skills)  
• Cross-Functional Coordination (Soft Skills)  
• Business Analysis (Hard Skills)  

Job Summary: 

• Managing complex Enterprise client relationships throughout the post-sales customer lifecycle
• Serve as a trusted advisor by building relationships across a book of business, engaging with customers regularly, presenting executive briefings, managing escalations, and conducting regular status calls
• Driving user-level adoption of the ` platform throughout customer engagements, to help maximize usage
• Identify and achieve targets for renewal rates, customer satisfaction (including NPS), expansions (such as upsell and cross-sell) opportunities
• Serve as the voice of the customer internally, representing needs and/or challenges internally to other departments
• Liaise closely with the product team, data team, and other Explorium departments to ensure customer requests and escalations are quickly resolved
• Develop Explorium champions and evangelists to help product validation stories such as case studies, white papers, references, etc.
• Define enterprise accounts as customers who acquired the SpotMe Anywhere enterprise platform. 
• Ensure customers are successful using the SpotMe platform
• Build trust and new relationships with influencers, buyers, and decision-makers within accounts 
• Drive adoption with new business units, expand current deployments and retain/upgrade existing annual contracts.
• Report to the EMEA Senior Account Manager. 
• Take directions on customer adoption, retention, and satisfaction from the VP of Customer Success.

Skills on Resume: 

• Enterprise Relationship Management (Soft Skills)  
• Customer Engagement (Soft Skills)  
• User Adoption (Hard Skills)  
• Renewal Management (Hard Skills)  
• Customer Advocacy (Soft Skills)  
• Cross-Department Collaboration (Soft Skills)  
• Account Expansion (Hard Skills)  
• Product Evangelism (Soft Skills)  

Job Summary: 

• Strategic partner and trusted advisor for Omnia Enterprise customers (on the executive level)
• Ensuring customers achieve value (ROI) out of product
• Driving renewals by making sure customers achieve value through the Omnia product
• Identifying and realizing up- and cross-selling among existing customers
• Creating brand advocates and shareable success cases
• Continuously tracking customer health, performing strategy sessions & Executive Business Reviews (EBRs), and building up a relationship & partnerships with customers on a business owner level.
• Being an advocate of customer success and driving omnia-wide adoption of its importance
• Continuously optimizing customer life cycle and Customer Success Management (CSM) processes and sharing valuable insights into product, development, sales & marketing.

Skills on Resume: 

• Customer Success Management (Hard Skills)  
• Strategic Planning (Soft Skills)  
• Relationship Building (Soft Skills)  
• Revenue Growth (Hard Skills)  
• Executive Communication (Soft Skills)  
• Cross-Selling (Hard Skills)  
• Customer Health Tracking (Hard Skills)  
• Process Optimization (Hard Skills)