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Business Development Expert

3 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerSuccess Full time €100,000 - €120,000
Customer Success Manager Role Overview

As a Customer Success Manager, you will be working closely with customers to help them maximize the value of their investment. Your primary responsibility will be to engage with customers, understand their needs, and deliver tailored solutions that drive product adoption, solution expansion, and long-term growth.

Key Responsibilities:
  1. Develop strong relationships with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
  2. Collaborate with customers and internal teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary.
  3. Stay up-to-date on Intercom products and solutions, providing expert advice to customers on how to successfully adopt the most relevant features for their specific requirements.
  4. Engage with customers to unlock early and sustained product adoption and success with Intercom Solutions.
  5. Develop and execute adoption strategies targeting high-value accounts for our AI products, driving change management, and ensuring fulfillment of Intercom packages.
  6. Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team.
  7. Act as a customer support industry and AI thought leader with your customers, sharing and scaling insights to the benefit of the Solutions team.
Requirements:
  • 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.
  • Experience with SaaS business models and ability to support complex enterprise customer needs resulting in Value Realization across global teams.
  • Ability to establish yourself as a trusted advisor with customer partners to guide outcomes.
  • Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
  • Ability to communicate complex problems clearly and concisely to different audiences.
  • Self-motivating and entrepreneurial team player.
  • Experience building lasting relationships with customers and colleagues.
  • Experience setting up and using SaaS Communication Products.