September 21, 2016

Customer Success Manager EPM Software Saas / Cloud

EPM Cloud/SaaS Software Company - Redwood City, CA

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Job Description


A leader in Cloud-Based (SaaS) financial applications for budgeting, planning, consolidation, reporting, and analytics for enterprise performance management (EPM), is seeking Customer Success/Account Manager to join their team "Customer For Life Team". Customer Success is at the core of the company's value and integral part of the success of their business model. As a Customer Success Manager (CSM), you will take the lead in ensuring the company's customers are getting value from their software, services, and ensure renewals. Their customers will view you as an advocate and steward of their long-term success.


* Engage and on-board new customers to introduce the Customers for Life organization
* Proactive outreach to existing customers to help drive business goals
* Document customer activities and goals in Salesforce
* Renewal quoting and management of the customer renewal process
* Partner with Technical Account Manager to provide product and technical best practices
* Conduct Quarterly or biannual Executive Business Review with existing customers
* Escalate customer issues as needed and collaborate with internal teams to drive issue resolution


* Bachelor's degree (or equivalent experience) in Finance, Business or Computing field
* 2-3 years of experience in a Customer Success or Account Management role
* Ability to drive Director, VP and Executive-Level conversations and meetings
* Listening and discovery skills to understand and document customer goals
* Passion for helping Customers drive business outcomes
* Strong trouble-shooting and problem-solving skills
* Proficient in generally-used business applications such as Salesforce, Microsoft Office, Google Apps


San Francisco Bay Area

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