Senior Customer Success Manager (Bilingual - French and English)
Responsibilities
- Manage a portfolio of approximately 20 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth.
- Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
- Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
- Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers.
- Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
- Senior level relationship ownership and management. Understand clients’ business and identify opportunities for Upland to add value.
- Provide leadership and insight into customer’s objectives, process and technology roadmaps.
- Identify any potential risks associated to customer health and retention and communicate regularly to leadership team.
Collaborate with internal cross-functional teams to create and execute risk mitigation plans.
- Facilitate multiple moving parts, resources & communication chains.
- Manage customer subscription renewals, including proposal development, estimates and commercial negotiations.
- Identify new opportunity (growth) and drive expansion within existing customer portfolio.
Requirements :
- Bi-lingual in French and English
- Bachelor’s Degree in relevant discipline such as Business, Technology or related field
- 7+ years relevant work experience in client-facing roles for technology companies
- Experience as a commercially focused Customer Success Manager or Account Manager
- At least 3 years of experience in a SaaS / Cloud product company
- At least 5 years of enterprise solution delivery experience
- Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise customers
- Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
- Creative problem solver and team player
- Extremely proactive, highly organized, with ability to manage multiple tasks
Desired Skills :
- Telecom Expense Management, IT Financial Management experience
- Experience with top-tier Enterprise Telco providers (Rogers, TELUS, Bell Canada, AT&T,
- Salesforce CRM
- Commercial acumen
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