Senior Customer Success Manager
Description
At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?
- Manage a portfolio of approximately 10 accounts, understanding how our product helps our customers meet their business goals and remove challenges.
- Create and run renewal and expansion opportunities from idea to contractual completion
- 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.
- Eastern or central north American timezones only to meet our customers needs
- 5+ years relevant work experience in client-facing roles for technology companies
- Significant experience as a commercially focused Customer Success Manager or Account Manager
- Experience working with Knowledge Management SaaS products
- Strong relational skills to establish Trusted Advisor relationships at senior levels 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
- Salesforce CRM
- Team leader experience
Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.