Senior Customer Success Manager at Uptempo

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Senior Customer Success Manager Uptempo. If you like challenging, rewarding, and career-defining work, we think you’ll thrive as part of the team at Uptempo.. Uptempo delivers marketing business acceleration to enterprise organizations, giving CMOs clarity on the financial and business impact of marketing programs, with the ability to course-correct, capture new opportunities, and fund innovation. Uptempo’s marketing operations suite integrates marketing planning, financial, work, and performance management, so teams can plan better, pivot faster, spend smarter, and execute with confidence.. Your Opportunity to Make an Impact. In this role, you will be responsible for the overall satisfaction and proactive retention of assigned within a defined segment of Diamond customer accounts through knowledge of their core business and products. To accomplish this, you will build long-term client relationships to become a trusted advisor. You will also maintain a deep understanding of Uptempo's solution and service offerings and educates customers about the most relevant features/functionality for their specific business needs looking for opportunities to expand the existing partnership.. You are the voice of the customer (issues, feedback, and escalations) and provide internal feedback on product enhancements and how to better serve our customers.. What You'll Do:. Execute Diamond Program defined initiatives to give ‘white glove’ treatment to this customer segment. Work in concert with other departments to prioritize, foster and improve relationships with customer executives and customer engagements with those departments. Work in concert and prioritize engagements with the Global Customer Optimization organization to improve customer application optimization and value. Work with Uptempo third party partners when applicable to deliver value and sold deliverables. Develop strong relationships with our Diamond customers with the goal of maximizing the value they realize from Uptempo. Conduct consultative regular onsite business reviews to identify opportunities for our clients to optimize their usage through best practice recommendations. Consult on marketing operations best practices to improve customer maturity. Identify and qualify opportunities for up-sell and cross-sell, working closely with sales to support a successful close. Professionally manage customer and management escalations to a successful conclusion. Problem solving to develop workarounds and solutions for unique use cases. Act as an advocate for the customer with a view to driving improvements in process and products, external with the client and internal. Analyze and action information from a variety of sources (including NPS surveys) to identify key leading indicators related product usage, customer satisfaction, and loyalty.. Use the results to understand, compare & benchmark, to drive departmental CSAT initiatives. This will apply to all direct & indirect channels of business. Be an expert in Customer Satisfaction & Loyalty best practices, methodologies & industry trends. Be an expert in our clients' business areas: marketing, marketing operations, budgeting and planning, MDF, ROI, multitouch attribution, performance management, etc.. Work with internal teams to identify and create new initiatives to improve customer satisfaction and loyalty. Must demonstrate working knowledge of information security, data privacy, and secure data handling processes and procedures. On occasion, lead customer service projects in support of the full Customer base lifecycle. Travel expectations - 25% of time . Skills & Experience We're Excited About:. Recommended at least 5 years expertise in running customer success for enterprise level customers, marketing SaaS experience a plus. You understand software-as-a-service, marketing workflow, marketing technology, and are data savvy. You understand how to identify and initial clarification of services and annual recurring revenue opportunities for sales team engagement. You’ll also be confident in communicating with senior marketing executives in large enterprises about their marketing budgeting, planning, and ROI requirements. You will be comfortable taking a consultative approach in advising our clients on best practices. You work well independently in a casual yet fast-paced team environment. You have an entrepreneurial mindset and will do what it takes to grow with our business, for the long run. Typically, you will have held a position as a marketing consultant, escalation manager, customer advocate, customer care manager, customer experience manager or similar in a software company. Experience in dealing with customers at senior management and technical level. Understands the role and importance of the customer support organization and able to articulate its mission and value. Understands the roles of and builds relationships with the internal team. Outstanding communication skills, written and interpersonal. Ability to understand and translate complex technical assessments into business language. Understands how to navigate the internal hierarchy of a customer to arrive at a successful outcome. Have previously led Customer management and process improvement projects with successful outcomes. Sound, principled negotiation skills. Bilingual in English and German is a huge plus!. About Uptempo.  . Uptempo is on a mission to help marketers lead with confidence and love their jobs. Our marketing operations suite helps CMOs run marketing like a business. Our marketing operations suite gives them better visibility into plans, budgets, performance, and work management so they can make data-driven decisions faster. .  . We are a fully remote organization with team members working in North America and Europe. For our global team to work together, we need to have a degree of flexibility in work schedules. This means that if you’re on the west-coast you may see the occasional 7am meeting on your calendar..  . We think you would love it here:.