Senior Customer Success Manager

Odessa is seeking a Senior Customer Success Manager to identify and leverage additional revenue streams from assigned customer populations who have completed our Odessa implementations. A successful Customer Success Manager will cultivate and develop ongoing relationships to proactively identify additional customer needs while maintaining a high level of customer satisfaction. You will report to the VP, Customer Success and lead the charge in developing your own accounts.  

An ideal fit is someone who knows the perfect balance of inside sales paired with real, genuine customer relationship management. They also value working in an autonomous but collaborative environment.

Responsibilities and Duties

• Ownership of revenue targets and strategic direction for assigned portfolio
• Build strong and deep relationship with multiple levels of account stakeholders throughout the customer organization
• Identify and pursue white space for assigned portfolio with a focus on consultative selling and value creation for customers
• Pull strong opportunity pitches together and organize internal teams on brainstorming and storyboarding exercises
• Organize and coordinate Executive Business Reviews and other key discussions between executive management team and senior customer stakeholders
• Manage complex enterprise accounts with multiple delivery workstreams and day-to-day support activities
• Prepare and negotiate contracts for enhancements and professional services with customer stakeholders
• Serve as the advocate of the customer, maintain customer pulse, and engage all necessary internal teams to assist with requests or resolution
• Assign priorities and drive direction of resolution of issues and escalations based on customer feedback and/or based on the defined business process or SLA (Service Level Agreement)
• Document all communication clearly with customers and internal teams and ensure appropriate action items are assigned, understood and completed
• Utilize technical, domain and platform expertise to manage customer expectations by delineating between product bugs vs product enhancements
• Work closely with Delivery Managers on account strategy from delivery and satisfaction perspective
• Work alongside geographically disperse services & development teams to maintain understanding on delivery timelines and project status
• Articulate and manage report out on assigned portfolio to executive management team

Skills & Qualifications

• Bachelor’s degree in relevant fields
• 5 years of experience in account management/customer success role in a Financial, Banking, or Enterprise software and services organization
• Experience providing customer relationship management, support and/or inside sales
• Experience in Account and Opportunity management in Salesforce
• Strong approach to deadline driven delivery mindset
• Basic understanding of Financial/Managerial accounting
• Strong understanding of the software development life cycle
• Independent self-learner
• Ability to travel up to 20-30%