Enterprise Customer Success Manager at TripActions

| Greater NYC Area
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As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You’ll will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.

This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

RESPONSIBILITIES

  • Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
  • Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
  • Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
  • Work closely with your Account Executive counterpart to develop a joint success plan for your customers
  • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
  • Work closely with Product and Engineering on identification/tracking of enhancement requests
  • Handle escalations and work across teams to resolve issues
  • Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

QUALIFICATIONS

  • Bachelor’s degree
  • 3+ years of experience in Enterprise Customer Success Management
  • Travel industry background
  • Excellent project management and organizational skills in a high pressure environment, working with high value customers
  • Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • Attention to detail is a must
  • High energy, go-getter with fresh ideas who takes the initiative to get things done
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Location

408 Broadway Floor 3, New York City, NY 10013

An Insider's view of TripActions

What’s the vibe like in the office?

A little openness goes a very long way and at TripActions I feel comfortable enough to express myself thanks to level of transparency of experiences in such a short amount of time which inspires me to do the same each day.

Roni Romo

Field Marketing Manager, East

What does your typical day look like?

My typical day starts with a team meeting to set the tone/pace for the day. Next I typically cold call for a few hours. Lastly I end my day with prospecting and setting up the next day with people I'd like to reach out to.

Kadeem Johnson

Sales Development Representative

How has your career grown since starting at the company?

TripActions has allowed my career to grow in ways I could have never imagined. I started off as an SDR having no prior sales experience, to being promoted twice, and now becoming an AE all in the span of 9 months.

Dan Ahn

Account Executive

How do you make yourself accessible to the rest of the team?

Sitting with my team is essential. Outside of our weekly team meetings and 1:1s, I have a rule that if I am at my desk, I can be interrupted. Even if my headphones are in and I am working on something, if I am not in a conference room, my team knows I am free to help with anything.

Sam Vaughn

Manager, Sales Development

What are some social events your company does?

A really awesome social event we did last year was we had the entire company flown out to our Headquarters in Palo Alto for 3 days to celebrate our 4 year anniversary and get to know employees from across the globe.

Gianna Dossa

Senior Talent Acquisition Partner

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of Soho

Culture
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
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