Manager, Customer Success

hace 1 mes


Madrid, España Endeavor A tiempo completo
The Challenge

As a Manager – Customer Success, you will manage the customer’s top advocates, and help bridge the bond between the Customer, our Sales, Renewals, Product and Consulting teams. Your team will be responsible for driving customer adoption, identifying, and mitigating potential roadblocks with subscription renewals, and performing system and process health checks to maximize the value customers receive from the OneTrust platform. The Manager – Customer Success will ensure the team pro-actively engages with customers from their assigned territory to ensure their full adoption and ongoing use of the OneTrust platform, as well as bridging any other support gaps to ensure that the customer is fully leveraging the product to meet their business needs.

Your Mission
  • Hire, on-board, develop, coach, mentor and evaluate a team of 3 to 8 Customer Success Consultants.
  • Set the strategic direction of the Customer Success organization, contributing to monthly and quarterly functional planning sessions
  • Set a clear bar for excellence building a diverse, inclusive, and high performing team
  • Responsible for overseeing a program of Enterprise and Strategic customer adoption plans, driven by Customer Success Consultants.
  • Provide advice and feedback to Customer Success Consultants on strategies, ways of working and best practices
  • Act as escalation point for Enterprise and Strategic organizations
  • Contribute to delivery of key board reporting, creating and maintaining OKRs and KPIs
You Are
  • Bachelor’s degree required
  • 5+ years of customer success or software consulting experience
  • Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer
  • Proven ability to engage across corporate functions (Professional Services, Product Management, Sales and Executive).
  • Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
  • Strategic thinking, problem solving, and decision-making capabilities
  • Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
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