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Customer Success Manager – Tempo

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About The Job

As an Enterprise Customer Success Manager, you will own both Channel Partner and direct Customer relationships, and are responsible for driving a best-in-class customer journey from on-boarding to renewal for our largest Fortune 500 clients. 

An Enterprise Customer Success Manager is an experience-maker for our customers – passionate about consultative relationship management, empowering customers/partners on how to optimize their strategic portfolio of initiatives to drive critical business outcomes using all Tempo group applications across ecosystems.

 What you’ll do: 

  • Help drive the development and implementation of our Enterprise GTM Customer and Channel Partner strategy, e.g. success plans, QBR’s, cross-selling, and renewal forecasting. 

  • Create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input.

  • Establish business objectives and goals with Channel Partners and direct Customers in order to build measurable success plans, and set cadence of communication to deliver ROI and operational reviews.

  • Develop new and innovative ways to share relevant data and insights that’s impactful to Customers/Partners and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews. 

  • Drive greater customer engagement across complex, global accounts by applying data insights, product and industry expertise. 

  • Support complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale. 

  • Act as a change agent for internal (systems & process) and external (product & workflow) change management.

  • Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.  

  • Evaluating the status of customers’ health and proposing holistic, multi-product solutions for different use cases.

  • Maintaining high levels of customer engagement and satisfaction within both product and Tempo communication which lead to account reference-ability, advocacy & loyalty.

  • Be the “voice of customer” and work with product management to translate business needs to product requirements and craft new solutions for customers.

  • Working closely with internal resources on escalation and resolution processes for critical customer issues.

  • Strengthening the customer-centric culture at Tempo.

 

Requirements:

  • 7+ years experience in B2B SaaS within Customer Success, Account Management, and/or Management Consulting. 

  • Experience overseeing 5M+ ARR book of business including direct responsibility for customer churn, product usage/utilization, renewal, health, and satisfaction.

  • Has managed enterprise requests for proposals (RFP) for 1000+ user accounts including working with direct sales and implementation teams  

  • Experience managing both Channel Partner relationships and large global enterprise customers of 50K+ employee’s. 

  • Has a consultative mindset that enables you to easily diagnose issues and prescribe solutions.

  • Is a self-motivated, data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption.

  • Has strong interpersonal skills and experience initiating and building strong relationships and trust throughout an organization including with Executive sponsors.

  • Loves teamwork and working as part of a strategic account team to build a world-class, enterprise-level global customer experience together.

  • Regular use of dashboards and reporting to manage performance against KPI goals

  • Has extensive experience with workforce planning and management systems such as Jira, Asana, Monday, and other productivity tools.

  • Has experience with Salesforce, Hubspot, and/or other CRM tools.

  • Prefers working in Agile environments with a good understanding of SaaS models.

 

What’s In It For You (Org-wide)

  • Hybrid or Remote work! 

    • If you’re close to one of our 4 Hubs: Boston, Montreal, Reykjavik or Toronto; feel free to use the space and catch up with the local team(s) 

  • Unlimited vacation in most of our locations!!

  • Great benefits including health, dental, vision and savings plan.

  • Perks such as training reimbursement, WFH reimbursement, and more.

  • Diverse and dynamic teams with challenging and exciting work.

  • An opportunity to have a real impact on our business.

  • A great range of social activities (both in person and virtual).

  • Optional in person meet-ups and the ability to travel to our international offices

  • Employee referral program

  • And so much more!!

 

Note: As our hiring teams are global, please submit your resume in English only.