Senior Customer Success Manager - North America

Company Description

About IntelligenceBank
IntelligenceBank is the leading digital asset management and marketing operations platform for brands in regulated markets, including Hyatt, Hertz and KFC. Used by over 800,000+ users in 53 countries, IntelligenceBank uses AI and automation to help ensure brands get to market quickly, stay on brand and ensure regulatory compliance. Our headquarters are in Melbourne and we've offices across Australia, the UK, Canada and the US. 

Job Description

Due to an internal move we are looking for a new Senior Customer Success Manager (CSM) to join our North American Customer Success team. Reporting to the VP Customer Success North America, the Senior CSM is responsible for building strong relationships, driving adoption & value realization, and ensuring retention and growth across a portfolio of IntelligenceBank customers. Your performance is measured by customer retention rate, net revenue retention, revenue expansion and NPS scores.

This hybrid role is based in El Segundo with 1-2 days per week in the office. 

As Senior Customer Success Manager, you will:

• Develop an in-depth understanding of the IntelligenceBank platform and its capabilities

• Build and maintain a pipeline of upsell and expansion opportunities within your customer portfolio

• Achieve a set target with core performance KPIs that support growth and retention

• Become the trusted advisor to a portfolio of IntelligenceBank’s customers

• Work with customers to define success, ensure adoption, retention, and expansion

• Continuously and repeatedly provide value to customers by being a source of best practices and ensuring they get the most value out of the IntelligenceBank platform

• Develop and execute on Account/Customer Success plans in keeping with account tier expectations

• Regularly engage with each customer on strategic and operations reviews

• Keep customers up to date with new and soon to be released features and enhancements most relevant to them

• Oversee customer’s Helpdesk/Support tickets and support if escalation is required

• Maintain accurate and up to date notes, contacts, opportunities, and activities against all assigned accounts in Salesforce

• Act as a liaison between the customer and the IntelligenceBank product team to represent the customer’s feedback accurately and advocate for their needs

• Identify new ways to improve our internal processes

Qualifications

This role will ideally suit a strong account manager with extensive enterprise SaaS sales experience. We have a few key requirements so please read on and see if you've got what it takes to be a part of our team:

• Demonstrated history of increasing account share of wallet across a diverse customer base

• Ability to develop strong customer relationships, manage expectations, and problem-solve

• Ability to present, communicate, and work effectively with others

• Outstanding discovery and listening skills

• Strong analytical skills and use of data to help drive adoption, uncover opportunities and risk.

• Experience with Digital Asset Management (DAM) or Marketing Operations (MOPs) / Project Management software a plus

• Experience with Salesforce and other SaaS tools a plus

• Understanding of the Marketing process a plus

Additional Information

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you!

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