Description
Who We Are: M-Files is an award-winning, next generation intelligent information management platform. We offer a truly international community that is centered around ambitious goals and working together to achieve them. M-Files is making waves in the large and growing market for Intelligent Information Management Solutions. M-Files has achieved tremendous year-over-year growth and is recognized a leader by Gartner and Forrester. M-Files is a global company with 500+ employees, 8,000+ customers with offices worldwide.
M-Files' Enterprise Intelligent Management Information Solutions transform how businesses manage, secure and share information with a unique metadata-powered approach that organizes and processes content based on what it is, rather than where it resides. Thousands of businesses in over 100 countries use M-Files on-premise, in the cloud or in hybrid environments.
As the company continues to grow, we are now looking for a Customer Success Manager to support our clients and our growing team!
Who You Are:

• An enthusiastic, customer success focused professional, that can apply your passion for customers
• Expert communicator with excellent business acumen and not afraid to be persistent
• Comfortable collaborating cross-functionally to develop and be able to articulate many aspects of the business
• Focus and drive for customer engagement, adoption of our product, and you value providing solutions
• Creating happy customers through relationship building, promoting retention and loyalty through the consultative approach leading to successful renewals

Role and Responsibilities:

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to forge a long-term bond throughout their journey with M-Files, understanding their challenges and business objectives to ensure they achieve their goals through M-Files
• Jointly develop a success plan with your customers to identify the key measurements and success criteria that must be met, for the customer to receive value from their M-Files solution
• Monitor and review the success plan regularly with the customer, through executive business reviews, ensuring goals are met or amended accordingly
• Be the 'voice of the customer' in M-Files and in turn creating customer advocates
• Work with customers to identify examples of how they successfully used our software and derived value within their business
• Monitor and act upon Net Promoter Scores provided by customers
• Seek opportunities for growth with your customers and work with the sales team on expansion
• Oversee the customer's adoption, satisfaction, and advocacy to promote best practices and usage of their solution
• Develop a comprehensive understanding of typical business challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving feature adoption to maximize time to value and return on investment
• Understand customer pain points and help drive escalations by coordinating between Customer Support, Services, Product Development, and other teams
• Serve as a customer advocate in influencing product roadmap and improvements
• Identify risks to the customer achieving their desired outcomes and stated business goals, working with a cross departmental team on risk mitigation or escalate as needed
• Manage performance metrics: Net Promoter, Adoption, Consumption, Customer Satisfaction, Customer Engagement, Reference-ability, Renewal Risk, Annual Recurring Revenue, etc.
• Identify renewal/retention risk and collaborate with internal teams to remediate

Requirements
Key competencies

• Innate, continuous curiosity about technology, and digital transformation
• Outstanding organizational skills
• Experience managing executive-level customer relationships in a technology context
• Strong technical aptitude and the ability to learn new technology concepts quickly
• Exceptional oral and written communication skills. Must be capable, comfortable, and confident when speaking to a wide spectrum of internal and external stakeholders
• Very strong presentation, collaboration and team building skills
• The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
• Expertise with Enterprise Content Management
• Proven expertise in building business process
• Strong project and change management skills
• Experience in leading people and projects

Benefits
Why M-Files?
We are a global company with Finnish roots and with our own product that we are greatly proud off!
By joining M-Files, you will get the opportunity to contribute to our success and growth, while developing your own expertise. Our team is fun, and our solutions are changing the market!
Our guiding principles of "Make it happen", "Help others", and "Love customers" are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey last fall.
What We Offer:

• Inclusive and dynamic culture (virtual and in-person)
• International team of top performers
• Flexible work/life balance
• Remote working environment
• Career growth opportunities
• Competitive compensation and benefits package (PTO, 401K, Health Insurance, etc.)