Customer Success Manager

Department: AMCS

Employment Type: Full Time

Location: Washington, D.C.

Description

What's the role?

With revenue and customer numbers continuing to grow year-on-year, we are looking to expand our customer success team to ensure that we continue to give our customers the best experience possible with Elliptic.

We are looking for a Customer Success Manager (CSM) to come and create long-term, trusting relationships with large, strategic and enterprise level customers. The CSM's role is to oversee a number of customer accounts, manage and develop Elliptic's relationship with the customer, as well as driving renewal and expansion goals with those customers.

We're looking for someone who enjoys working in a fast-paced, sometimes unstructured environment where personal accountability is valued. This position will require occasional travel.

Key Responsibilities

What you'll do:

Working collaboratively across all areas of the business, your primary objective is to create amazing customer experiences across all aspects of the customer journey for your assigned accounts. You will take a metric-driven approach to owning and reporting on key customer health metrics. You will leverage current government contracts and grow revenue through customer success activities such as training customers, communicating the value of our data, examining customer data utilization and identifying gaps in coverage, removing barriers through information, data and analytics, and influencing as a subject matter expert and trusted advisor.

Key responsibilities will include:

• Developing strong relationships with our most high profile customers, connecting with key stakeholders and using data-led insights to help your customer base get the most out of Elliptic's products
• Working alongside Account Executives to identify growth opportunities
• Liaising with cross-functional internal teams (including engineering, product development, sales and marketing), to improve the entire customer experience
• Delivering expertise, education, and guidance to government law enforcement, defense, and intelligence customers
• Understanding the intricacies of our products, services and partners in great depth to leverage as needed to meet customer needs
• Contribute to strategic decision making through sharing ideas and feedback on trends including competitor insights, customer needs, sales, product and marketing information and acting as the voice of the customer internally
• Create and deliver customer implementation plans to accelerate time-to-value for customers and reduce onboarding friction
• Work closely with Technical Customer Support to respond quickly to customer queries and coordinate across the various Elliptic teams to solve their problems in line with agreed SLAs
• Support the Product team with new feature roll outs, including training of customers, drafting client communications, implementing training tools etc
• Actively contribute towards market development work, such as working with marketing and community teams to create high quality collateral/content and driving engagement at events

Skills, Knowledge and Expertise

You'll be a great fit here if you:

• Have direct experience working with the U.S. government law enforcement, defense, and or intelligence communities and practical knowledge of federal acquisition regulations
• Have strong crypto experience, ideally with additional experience around compliance, financial technology or banking
• Are comfortable presenting in front of large audiences and representing your company independently
• Have strong social skills to create relationships with stakeholders at all levels
• Possess the ability to think fast, and demonstrate expertise to customers by drawing on past experience and industry knowledge
• Are an independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive
• Think creatively and have a passion for problem solving under pressure
• Are a listener with an exceptionally high EQ and the ability to empathise with your customers when they are facing problems
• Want to work in a start-up environment and you have an interest in technology
• Embody proactivity, with a can-do roll-your-sleeves-up attitude, and don't wait around to be told what to do!

Benefits

• You'll be paid a competitive salary, along with Share Options
• As well as a work pension scheme, enhanced parental leave, and 25 days holiday, you'll also get a day off to celebrate your birthday!
• We take your physical and mental health seriously - that's why we provide private healthcare and access to Spill Mental Health Support, as well as a $500 work-from-home budget to make that home office extra comfy
• Your personal development is important to us, so you'll have a $1000 annual budget to use, not just on professional qualifications, but on anything that pushes you towards your goals. You'll also have access to a LinkedIn Learning subscription