Customer Success Manager

This job is being posted to Silicon Florist because it is potentially open to remote candidates. Feel free to contact me if you’d like to learn about Episerver before applying. I am a PDX-based remote Episerver employee. [email protected]

Customer Success Manager

We start the new chapter of Episerver as we proudly join forces with Optimizely to create a new wave of digital leaders through transforming digital experience creation and optimization. Episerver is consistently ranked as a market leader in digital experience creation, supporting the digital journeys of 9,000+ global brands, while Optimizely is the world’s leader in experience optimization. Combined, these two powerhouses create the most advanced digital experience platform in the industry. The combination of creation and optimization will enable companies across all segments and industries to take advantage of what content, commerce, personalization and experimentation can bring to their business and to their customers.

The scale of our product has created tremendous potential for growth with Episerver + Optimizely – growth of teams, growth of influence, and growth of personal careers. If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Job Purpose

Responsible for Customer Relationship Management: Strategy, Business Value Realization, Renewal and Growth for a Defined Customer Book of Business.

As a CSM at Episerver, you will be responsible for leading our customers to business value while driving growth, and demonstrating the ability to adapt to changing market and customer demands. This role will be accountable for driving financial performance including revenue and margin growth.

Responsibilities

Customer Leadership

• Developing and managing the key strategic customer stakeholder relationships
• Clearly articulate the value of Episerver solutions, grounded in the customer’s unique business objectives

• Ensure customer satisfaction and retention by translating solution and strategic value to customers
• Deepen the business value and customer relationship over time

• Function as senior advisor on Episerver solutions and customer’s digital strategy

Customer Expectations Setting

• Gain a clear understanding of customer business objectives, reasons for purchase, success criteria, etc.

• Identify and manage any potential Customer issues
• Communicate value of Episerver solution(s) to business stakeholders
• Align business vision with decision to strategically partner

Customer Value Articulation

• Prepare quarterly business and customer value review presentations with goals, results and continuous improvement recommendations
• Articulate value utilizing success metrics, in customer case studies, key metrics and KPIs against business goals and benchmarks

• Assist customer in selling the value of the solution throughout the organization, including executive business leaders
• Ensure customer clearly understands quantifiable performance success against critical business objectives, goals and migrates toward strategic, long-term partnership

Strategy Development

• Accountable for developing winning digital strategies leveraging Episerver solutions
• Responsible for understanding product solution strengths and weaknesses in comparison to the competition in the marketplace

Customer Deepening and Renewal

• Identify opportunities that will drive additional customer value based on customer evolving business objectives
• Lead the customer deepening process:
  • Customer intake and ongoing needs assessment
  • Architect the appropriate solution with internal resources
  • Present/sell the idea by articulating value (including through KPIs, dashboard, examples and customer case studies), ability to solve the problems, and its cost effectiveness
• Establish clear purpose for business goal alignment
• Follow a strategy and process for achieving defined outcomes
• Develop a strategy that is unique to their goals with Episerver solutions as backbone
• Review and update strategies over time, ensuring that we’re delivering maximum value
• Ensure the customer values the partnership and that value is grounded in results, service, education, strategy and collaborative/partner relationship

• Secure the renewal

Essential Duties and Responsibilities:

• Actively prospect and grow existing customers recurring revenue within the customer base
• Up-sell Education and Expert Services and Cross-sell additional products
• Achieve and exceed sales objectives within defined accounts and assigned territory
• Engage, strategize, and cultivate deep relationships with senior level executives
• Manage renewal pipeline and provide timely and accurate forecast reports
• Maintain professional and technical knowledge of Episervers products
• Proactively provide smart customer research and industry specific information
• Perform sales presentations to position products and services to the customer’s specific needs
• Identify, develop, and maintain long-term constructive and effective client relationships
• Maintain regular contact with customer regarding account direction, project management issues through QBR’s and scheduled meetings
• Establish and maintain role as customer advisor
• Maintain an in-depth understanding of financial status of accounts at all times
• Become a single point of contact for customers, partners, and internal sales for services opportunities

Key Metrics:

• Customer revenue ($/$ retention and $/$ growth)
• Customer retention (#/# retention)
• NPS/Customer Satisfaction
• Customer Advocacy: # Reference-able customers in porfolio, case studies, etc.

Requirements

Education and Experience:

• More than 5 years of experience working in a customer facing environment

• Strong technical understanding
• Basic Commercial understanding and experience
• Ability to act autonomously
• Very good presentation and communication skills
• Strong negotiation skills
• High level of energy & enthusiasm for Digital Marketing
• Other digital / direct marketing disciplines an advantage

• Knowledge of CRM tools (i.e. Salesforce)

• Ability to work effectively on multiple projects
• A passion for people, able to use your initiative and willing to go the extra mile
• Have a “Can Do” attitude
• Excellent written and verbal communication skills
• Confident, self-motivated and driven to achieve
• Experience in Customer Success operations in the digital marketing industry
• Excellent planning and organizational skills
• Interpersonal and communication skills
• The ability to work effective across all parts of the organization