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Senior Manager, Customer Success (NY)

InfoSum

InfoSum

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Wednesday, July 3, 2024

The Senior Manager of Customer Success (SMCS) is responsible for managing and growing standard accounts by working with clients, engineering, product, and commercial teams to understand and implement an ever growing set of use cases. The SMCS manages the day to day client interactions to ensure they receive the highest value from the InfoSum platform and are always engaged. The SMCS is expected to manage and maintain a wide portfolio of client relationships with a regular focus on upselling and renewing contracts.

Core Responsibilities:

  • Independently lead day-to-day interactions with clients
  • Act as the clients go-to advocate and navigate internal processes at InfoSum and the client to provide a high level of customized service for the client
  • Strategically build the client’s ability to operate the InfoSum platform in a self-service manner for any use case by providing actionable recommendations
  • Track performance and success of Client’s data collaboration use cases and strategy to ensure InfoSum is driving towards the best possible outcome for the client / their partners
  • Develop a perspective on the viable use cases of InfoSum for each client, seek alignment from the client with support of manager to achieve leadership buy-in, and develop and execute a plan for implementation of new use cases
  • Establish alignment between client and InfoSum of the value InfoSum can deliver and a shared plan to address barriers to growth
  • Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
  • Additional responsibilities as and when required by the business
  • Track and communicate commercial and technical blockers for client success on InfoSum, including the commercial impact of client needs to influence internal allocation of Product & Solutions resources
  • Initiate and lead discussions regarding renewal of contracts, with support from manager to establish appropriate commercials and achieve client senior leadership buy-in