Enterprise Customer Success Manager

4 weeks ago

ireland Poppulo Full time

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. We exist to make each of these things easier. We exist to bring harmony to our customers.

Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements.

The Opportunity

As Enterprise Customer Success Manager, you will be responsible for understanding customer objectives and helping to align internal stakeholders around the desired business outcomes for a defined portfolio of enterprise accounts. You will leverage your customer-facing skills and technical expertise to help customers successfully engage with all our product offerings. You will focus on developing champions in the organizations we work with to ensure maximum adoption and use of solutions purchased as well as identify different areas where our platform can solve customer business challenges.

Key Responsibilities
  1. Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams.
  2. Generate leads for the sales team to pursue.
  3. Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved.
  4. Learn the product platform well enough to help users with on-the-fly inquiries and to understand all that is possible.
  5. Develop relationships with the internal sales teams to ensure everyone is working towards the same goal and to decrease task overlap.
  6. Understand customer needs well enough to identify use cases that might not be achieving value in the product and executing a plan to increase ROI.
  7. Facilitate training (by self-service, virtual mods or dedicated training team) for new teams as needed to ensure users are active in the platform.
  8. Conduct meetings to help customers understand the positive business outcomes they are achieving using the software.
  9. Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline.
  10. Ensure any customer inquiries are answered promptly and help identify the best person internally to get involved and escalate when necessary.
  11. Meet with customers onsite as required to develop positive and beneficial business relationships.
  12. Ensure creation of internal tickets when unable to resolve product issues.
  13. Ensure that all customer conversations are recorded using internal tools and that all internal employees that touch the account are aware of pertinent information.
  14. Engage with onboarding team, project managers, and any other team providing service to the client to ensure client expectations are being met.
  15. Learn the Omni-channel platform and how it is used in each market where Poppulo maintains a presence.
Education & Experience
  1. 3+ years' experience in customer success, strategic account management or sales experience in a technology B2B sales environment.
  2. Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
  3. B.S./B.A. preferred; equivalent experience in lieu of degree accepted.
Compensation

Annual base salary $80,000-100,000 plus variable USD Annual. The base salary range represents the low and high end of the Company's contemplated salary range for this position. Actual salaries will vary and will be based on various factors, such as the candidate’s qualifications, skills, competencies, and geographic location. The salary is one component of the Company's total compensation package for employees.

Why Join Us?
  1. An excellent workplace culture.
  2. Competitive salary with performance-related bonuses.
  3. Comprehensive medical insurance.
  4. Flexible working hours.
  5. Educational assistance programs.
  6. In-house soft skills training.
Who We Are

Named a Great Place to Work for seven consecutive years (2015–2021), Poppulo is one of Ireland’s fastest-growing technology companies. Our innovative communication software meets the needs of internal communicators in leading enterprises worldwide.

Poppulo is an equal opportunity employer.

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