EverC dezvoltă soluții de inteligență artificială pentru analiza riscurilor, destinate băncilor, furnizorilor de servicii de plată și piețelor online. Produsul MerchantView identifică riscurile la nivelul comerciantului, în timp ce MarketView detectează riscurile asociate produselor, inclusiv bunurile contrafăcute și piratate. Împreună, aceste instrumente ajută echipele să evalueze amenințările din comerțul online, precum frauda, și să ia decizii informate pe măsură ce se extind în noi industrii și regiuni.
Senior Customer Success Manager, US Remote
Lead customer retention, renewals, adoption, and account growth for strategic bankruptcy risk customers. Build executive relationships and guide customers through implementation and ongoing success.
Descriere
- Manage retention and renewals across a Bankruptcy Risk customer portfolio, including strategic accounts.
- Set renewal plans and lead commercial discussions and contract changes with Sales and Legal.
- Shape account plans around customer priorities, product adoption, risks, and growth opportunities.
- Track customer health, spot risks, and carry out mitigation and recovery plans.
- Work with Sales to develop growth opportunities across bankruptcy solutions.
- Build trusted relationships with users and senior decision-makers.
- Lead executive customer engagements and strategic business reviews.
- Direct onboarding and implementation with Business Operations, Product, and Engineering.
- Share customer feedback and emerging needs with Product and Operations.
- Provide tailored guidance to help customers use the solutions effectively.
- Coordinate responses to customer questions and service issues.
- Lead and motivate the team, set priorities, and maintain accountability.
- Refine processes, workflows, and tools to improve efficiency and quality.
Cerințe
- Experience managing enterprise accounts and building executive relationships with senior stakeholders at regulated financial institutions.
- Commercial judgment across renewal planning, growth opportunity development with Sales, and complex renewals with the wider commercial team.
- Ability to learn complex, workflow-based products and customer-specific implementations, and discuss them credibly with customer leaders.
- Analytical and forecasting skills, including using usage, renewal, and account health data to assess risks and opportunities.
- Executive communication and influence in a matrixed organization, with the ability to own an account portfolio independently.
- At least five years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a related customer-facing role serving enterprise clients.
- Record of managing strategic or enterprise portfolios with responsibility for retention and renewals, and partnering with Sales on growth.
- Experience leading executive-level customer discussions and navigating complex stakeholder groups.
- Experience in bankruptcy, collections, consumer lending, mortgage servicing, or financial services is strongly preferred.
- Experience in B2B SaaS, technology, data, or information services is preferred.
- Experience with Salesforce, HubSpot, and customer success platforms is preferred.
- A bachelor's degree is preferred.