Customer Success Manager - Strategic Accounts

| Greater NYC Area

WHY YOU SHOULD JOIN OUR:

This is an opportunity to take your relationship skills to the next level by enabling customers in a complex, sophisticated, technical product in the business intelligence space. We have an opportunity to build long lasting partnerships with strategic companies with a product that immediately delivers value.

Our Head of Customer Success, Strategic Accounts, James Levine was a customer for 5 years prior to joining Sisense, and has over 17 years of experience in the BI and Customer Success Space. His has been extremely successful in scaling our CS teams at a high and effective pace while not losing sight of our core customer centric values.

What will you do?

  • Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests.
  • Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment and performance measurement.
  • Protect existing revenue streams, identify and neutralize competitive threats
  • Actively farm existing account base to identify new solutions or service opportunities and provide valuable account information and insight to support sales.
  • Build and execute an account specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions
  • Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
  • Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business units.
  • Conduct regular briefings on account status to senior management and other internal stakeholders

HOW YOU’LL RAMP:

By Day 30...

  • You’ll have completed the Customer Success training program where you’ll learn about Sisense’s values and culture, get equipped with various relationship techniques and gain a basic understanding of Sisense’s offering, the competition, and the transformational outcomes we help customers across ALL industries achieve.
  • You will go on-site to customer locations with other team members to see firsthand how we build relationships and perform executive business reviews.

Day 60...

  • You’ll craft a strategic account penetration plan for your book of business and begin actively driving new opportunities within that account base.
  • You’ll strengthen your skills and technical knowledge with regular one on one coaching.
  • You’ll learn about your customer base, meet the people and accounts you will support and work side by side with the team here to become fully embedded in the account.

Day 90...

  • You’ll be an integral part of the customer success team and essential to its revenue retention success.
  • You’ll have a firm grasp on Customer Success best practices and be able to on-board and help customers get up and running.
  • You’ll manage your own book of business responsible for the partnership and the customers success.

Group:
CSM
Position Type:
New

WHAT YOU’VE ACCOMPLISHED... SO FAR:

  • You have a demonstrated track record of success in effectively developing and managing complex deployments and partnerships.
  • You’ve launched newly onboarding customers on the road to success.
  • You are a trusted resource and have developed relationships between customers and our support teams
  • You’ve identified ways to grow and expand our customer footprint while partnering with our Sales teams.
  • You’ve become the “voice of the customer”

WHAT SHOULD YOU HAVE:

  • Minimum 6-8 years experience in account management/ client relationship support role
  • 5+ years of experience with IT infrastructure and application support
  • Previous experience working successfully with quarterly targets 
  • Experience working with SaaS/Cloud accounts
  • Proven track record of successfully building and nurturing multi-level client relationships
  • Success oriented attitude with focus on customer delight
  • Ability to forecast churn and upgrades for account base
  • Ability to tailor message formats and content based on audience 
  • Ability to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously
  • Comfortable dealing with complex customer relationships, decision processes and competing agendas 
  • Bachelor's degree and willingness to travel up to 25%

A HUGE PLUS WOULD BE:

  • Experience with NoSQL databases such as MongoDB or Hadoop
  • Spanish speaking 
  • Experience with implementation of BI projects as well as ETL and BI tools such as; Informatica, SSIS, SSRS, BusinessObjects, Cognos, Qlikview or Tableau

Sisense is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We only care that you embody the Sisense DNA which is Teamwork, a "Can-Do" Attitude, Drive to WinCreativity and the Fight to help our clients succeed. 

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • MonetDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

1359 Broadway 4th Floor , New York, NY 10018

An Insider's view of Sisense

How does your team reward individual success?

Employees deserve constant recognition for their hard work and I believe in celebrating individual wins on a daily basis. My team has a Slack channel that allows us to post our wins throughout the day. On a larger scale, we have the Sisense Sizzle, a bi-weekly opportunity for the office to celebrate anniversaries, promotions, peer awards, and more!

Eden

Business Development Representative Team Lead

How do you collaborate with other teams in the company?

Collaboration is in Sisense’s DNA. Sales helps my team grow, bringing in new projects, so we return the favor when they need references or technical advice to help close a deal. R&D helps us develop solutions, so we provide them feedback to improve our product. There’s always a new challenge, but everyone is willing to pitch in.

Max

Solutions Architect

How does the company support your career growth?

Sisense hosts a program that discusses our internal mobility process and skills development to advance your career to the next level. I expressed my interest in a role on the People team in our new San Francisco office, and now I'll be relocating to help grow the engineering team there!

Avril

Technical Recruiter

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower builders to be their best selves and do their work!

Nurit

Chief People Officer

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, 15 PTO Days, 5 Sick Days, plus additional 4 days off a year, first Friday after each end of quarter we “Come up for Air” (mandatory and doesn’t take away from your vacation days), health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
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