Senior Manager, Customer Champion Team

| Greater Boston Area
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At Salsify, our Customer Champions drive the onboarding and ongoing success of our customers as experienced software implementors, trainers, project managers, and business consultants. We are looking for a strategic, customer-centric leader to support our Champion team growth. This role reports directly to our Director of Customer Success and is a critical advisor and driver of our overall Customer Success strategy and goals. We are looking for a proven manager who can not only implement processes and KPIs, but also develop our champion team as a key strategic advantage for our customers and for us as Salsify continues to grow.

As our Champion Team Sr. Manager, you're responsible for driving the success of the Champion Team across Salsify onboarding and ongoing implementations. You're also responsible for enabling the team members to achieve individual, team, and company goals, including:

· Promoting and delivering expected and new business value

· Creating evangelists & rabid evangelists

· Building enduring, trusted relationships

· Driving adoption of Salsify across our customer organizations 


In this role, you'll work cross-functionally with peers in Customer Success, Sales, Marketing, Business Development, and Product to ensure that these teams benefit from the Champion team’s collective expertise and from access to our successful customers, as well as to put in place processes that give our Customer Champions the support and information they need from these other teams.


Responsibilities

  • Mentor and Manage a team of Customer Champions
  • Ensure Customer Champions have appropriate training and other resources to perform their jobs
  • Responsible for individual Customer Champion career development and 1-on-1’s
  • Provide daily direction and communication to team so that customer implementations or projects are scoped and completed in a timely, efficient, and knowledgeable manner
  • Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
  • Provide continual evaluation of methods to improve operations, efficiency, and service to both internal and external customers
  • Responsible for understanding and reporting on team goals to CS & company leadership.
  • Work with HR and Director of Customer Success to staff and grow Customer Champion team
  • Manage team members’ availability for, engagement in, and prioritization of cross-company strategic projects

Requirements

  • You take pride in managing a team of individuals and providing the motivation, coaching, education, and development to grow their careers
  • You have experience in defining SaaS software implementation strategies that focus on speed to benefit, adoption, and retention
  • You've provided software implementation leadership in a SaaS organization
  • You have the technical capability to manage a team of problem solvers and innovators
  • You have the business experience to be an escalation point for customers 
  • You are organized and detail-oriented; you confidently juggle many ongoing activities
  • You've demonstrated the ability to listen to customer, partner and employee needs, assess root causes, and implement solutions that drive loyalty
  • You are a high performing, self starter that drives for success and knows how to inspire your team
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Location

101 Federal Street, Boston, MA 02215

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