Job Description
The Role:
The Senior Customer Success Manager (CSM) will be responsible for assisting SnapLogic’s North America Enterprise customers in initial onboarding and use of the SnapLogic Intelligent Integration Platform. This role will be a single point of contact for priority response and escalation management and will take proactive ownership of critical issues, helping drive to satisfactory resolution. The CSM will be responsible for customer renewals and also assist SnapLogic’s sales teams to identify new upsell opportunities.
This role will require expertise across a wide range of skill sets including problem solving, decision making, critical thinking, expert organization and prioritization, and cross-team collaboration. You must demonstrate expert communications and change management skills, have broad experience with account management including renewals and upselling, and have a working knowledge of software-as-a-service applications.
The Senior CSM is a unique role to contribute in a meaningful way to high visibility, high impact projects at a very exciting time for the company. SnapLogic is an innovative, high-growth, customer-focused company in a large and growing market. If you are an energetic, self-managed professional with experience managing complex customer environments and possess excellent presentation and listening skills, organization and contact management capabilities, we’d love to hear from you.
This role requires the candidate to live in the Central or Eastern United States, with the ability to travel to customer sites and to SnapLogic HQ in San Mateo, CA.
What You'll Do:
Be named to SnapLogic’s North America Central/East customers and own the technical and post-Sale relationship with them.Lead the onboarding, knowledge transfer and training efforts.Conduct executive business reviews (EBRs) with customers to drive value from the solution and jointly plan for extending its use within the enterprise.Work with Sales and Professional Services matrix resources to ensure proper technical guidance, project management and functional support.Own the success and adoption of a defined group of accounts. This will include responsibility for renewal of account as well as identifying upsell opportunities. Coordinate, as needed, with Product Management, Engineering, Sales, Sales Engineering, Professional Services.Works with Development and Product Management teams to champion/prioritize customer bugs and feature requests. Use information to report status back to customers in status updates/meetings/reports.Understand when an incident needs to be escalated to the next level of support, senior leadership or to a vendor.Continuous introduction of new products and features to customers.Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities.What We're Looking For:
5+ years of experience in a similar role.Ability to travel within the Central and Eastern US to customer sites.Enthusiastic and high energy, but also poised, confident and professional.Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.Track record of delivering results in a dynamic start-up environment.Experience working cross functionally, ideally with Sales, Professional Services, Engineering and Product Management.Strong sense of ownership and high attention to detail.Creative and analytical problem-solving skills.Excellent written and verbal communication skills.Knowledge of XML, basic level understanding of REST and SOAP principles.Knowledge of Salesforce, Workday, Hadoop, Oracle, SAP, integration and related technologies is beneficial.Understanding of ETL pipelines using custom and packaged tools.Proven success at enterprise software startups in a customer success role.Proven ability to manage conflicting stakeholder interests effectively.
