Enterprise Customer Success Manager

| Greater NYC Area

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

79 Madison Ave Floor 3, NYC, NY 10016

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. Monthly recharge days to ensure you’re at your best
Location: WeWork outside of Madison Square Park

Culture
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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