The CSM, Enterprise and Special Accounts manages both the day-to-day operational and long term strategic business relationship with Herrmann’s key strategic clients. You would play a pivotal role in ensuring that Herrmann is viewed as and remains the strategic Whole Brain® business partner and positions Herrmann to meet the current and future business requirements of our key strategic clients. You would drive strategic business initiatives within the key strategic accounts and optimize their processes aligned with Herrmann’s technology to drive the growth and expansion of client’s business and the resulting growth of Herrmann’s footprint and volume of business.
This is an ideal role for someone who is looking to join an evolving SaaS organization and enjoys strategically implementing processes and procedures to create the best client experience possible. Your relationships with our clients will influence where our product growth and development is headed. If you have a desire to work for a high growth global organization, and are looking to make your mark in how we communicate, understand, and appreciate each other worldwide, this is the role for you.
Herrmann is a work from anywhere environment that has been working remotely since 2017, so we’ve figured out how to make it work. During this pandemic time, we are continuing our effort of empathy first, and working with all our team members (and future team members) to outline specific family or flexibility needs as we navigate the changes around us.
We’ll want you to …
Serve as the key point of contact for customer account management and growth for our Enterprise clients and key accounts.
Build account success plan with key internal stakeholders, with clear objectives, requirements and action plan that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with Herrmann.
Proactively communicate with clients on a regular and ongoing basis to understand their business needs and how our products help solve their problems.
Identify and cultivate opportunities to grow Herrmann’s footprint within existing client accounts coordinating with Business Development Managers to support account growth.
Work with clients to optimize the application of Whole Brain® Thinking and the usage of The Herrmann Platform including but not limited to: onboarding, training, user adoption and performance monitoring, continued education on product features.
Proactively identify where and how Herrmann can deliver incremental business value.
Strategically review platform implementation and processes for improvement potential to better serve our Enterprise Clients.
Cross-Function strategic support, including but not limited to:
Work closely with our Product team to surface client needs and recommend product features to increase client satisfaction and improve transaction value.
Provide product and technical information and collaborate with Herrmann Support team members to solve technical issues as needed.
Support and collaborate with Business Development Manager(s) in managing and growing our business to achieve sales quotas and drive customer renewals.
Monitor marketing campaign directed towards existing clients and record incoming sales leads from various marketing campaigns.
Contribute to our customer support and education systems by developing knowledge base content and re-usable support artifacts.
Conduct ongoing needs assessment to determine evolving client requirements and expectations to recommend specific products and solutions to increase customer lifetime value.
Contact clients following sales to ensure ongoing customer satisfaction and be a great partner
Initially assess cases/inquiries and assign escalation to appropriate departments for follow-up & problem resolution.
Set up and manage all aspects of Certification, professional services delivery, and other client education, training sessions, and workshops.
What you should bring…
5-7 years experience in Customer Success, Account Management, Sales, or other customer-facing roles, preferably at a SaaS company.
Experience working with Enterprise level clients with strong user engagement and growth potential.
Ability to influence change in complex organizations by working with leaders in a consultative and collaborative fashion on their employee engagement strategies.
Experience in transitioning clients from a professional services interaction model to a recurring revenue SaaS model contract.
Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization including executives and C-level.
Experience dealing with high-value customer accounts and projects and delivering client-focused solutions based on customer needs.
A preference for autonomy, initiating independent action when needed, rolling up sleeves to do it/build it/make it happen/sell it internally & externally.
Experience working in mobile & remote environment with global intercultural teams.
Flexible and capable of adapting to changing conditions while maintaining focus and clarity on priorities.
Comfort in dealing with ambiguity and realities of a startup business; ability to multi-task in a fast-paced environment.
Highly proficient in Microsoft Office/Google Docs Suite and web-based SaaS customer. platforms (e.g., HubSpot, Salesforce, etc.)
Strong analytical and problem-solving skills.
Great teammate with a positive attitude.
Self-starter/self-motivated to aid in increasing service efficiency and process.
PREFERRED ADDITIONAL EXPERIENCE
Bachelor’s degree (kudos for Industrial/Organizational Psychology, Business Analytics, Marketing or Business Management).
Fluency in non-English languages, especially French, Spanish, Portuguese, or Arabic.
Experience and familiarity with Gainsight, Hubspot, Salesforce or similar Customer Success tools.
Experience and knowledge of SaaS/subscription business models.
We are a 100% remote-working company, and this role can be performed from any location within your assigned geography, so long as you have a reliable high bandwidth internet connection and a relatively quiet workspace to be able to take calls during your defined working hours. You will be required to travel to client locations when needed, and a few times each year you’ll be expected to be available to travel to various locations for internal team activities that require physical presence.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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