Senior Success Account Manager - Arkansas and Oklahoma

Responsibilities:  

• Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals.  

• Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success.  

• Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process.  

• Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.  

• Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups.”  

• Establish relationships with key customer stakeholders to drive further product adoption.  

• Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model.  

• Partner with sales teams to create a strategic account plan from sales, adoption, expansion, and renewal. 

• Work cross functionally with consulting services and sales to ensure seamless onboarding.  

• Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.  

Qualifications:  

• Experienced professional with SaaS and Telecommunications industry experience. 

• 8-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions. 

• Strong consulting and project management skills, and proven results working as a trusted advisor to drive business value for customers. 

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections. 

• Ability to quickly grasp and distinctly explain technological and business concepts. 

• Experience in positions like Customer Support, Technical Support, ISP Operations and/or Customer Marketing. 

• Experience in delivering software solutions and strategic best practices. 

• Excited about driving and tracking consistent engagements with all customers in your portfolio.  

• Strong empathy for customers AND a passion for revenue and growth. 

• Deep understanding of value drivers in recurring business models. 

• Demonstrated desire for continuous learning and improvement. 

• Bilingual (English, Spanish, German or French) strongly preferred.  

Location and Travel: 

• Remote based position, with preference to live in territory. Territory is Oklahoma and Arkansas. 

• Up to 40% travel required. Must have a valid Driver's license.