Senior Customer Success Manager

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We are looking for a dedicated, ambitious and self-driven Senior Customer Success Manager (CSM) to support Varicent’s Strategic Customers. As Senior CSM, you will report to a Director of Customer Success and serve as a player/coach for the team -- pivoting our team’s Customer Engagement towards Business Value Realization through professional Success Planning. In the beginning, you will partner with the current team of CSMs to provide leadership around Success Planning with their unique Customers. You will do this using skills that you bring to the table: facilitation, vision setting, expansive business value expertise, change management practice, and a boldness to bring Business Decision Makers (BDM) into our Varicent Value Conversations.

The Senior CSM role will collaboratively drive success planning, adoption, change management, renewal and expansion activities (both existing and growth products) with key Business Decision Makers and through Technical Decision Makers (TDMs) while helping reduce implementation risk, drive usage of existing products, identify opportunities in her/his accounts for expansion, and document/track value realized throughout the lifecycle. The CSM will be called on to engage during the sales cycle to begin early Success Planning with strategic prospects.

What You'll Do:

The Senior Customer Success Manager role will enable our Customers to realize business value from their investment and make our Customers passionate advocates of Varicent – both our company and our products. Key responsibilities include:

• Provide training and coaching to broader CSM team around Success Planning Workshops with a willingness to co-land and co-facilitate these workshops in the short term
• Create value for Customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
• Be accountable to drive high usage of Varicent products within Customers by driving the creation and execution of a thorough and action-oriented Adoption Plan
• Develop and leverage deep functional Varicent product expertise to increase the customer’s usage of existing products
• Proactively identify and open new expansion opportunities in each account to drive value both for the Customer and for Varicent
• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and Technical Decision Makers (TDMs) within each Customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Varicent’s behalf
• Engage with your Customer early in their lifecycle from Onboarding through Value Realization – providing implementation oversight, change management coaching, success planning, and future vision setting with Customers
• Orchestrate and gain strong buy-in with multiple external (e.g. customer’s partner) and internal Varicent teams and be highly connected to Varicent SMEs throughout the customer’s lifecycle
• Consistently documenting Customer success criteria, your interactions with the Customer, and your sentiment about the Customer in our systems of record

What You'll Bring: 

• 12+ years of experience in business value consulting within the Customer Success discipline on behalf of Fortune 100 Companies for a top business applications vendor
• 5+ years of experience delivering/facilitating Value Realization Workshops to enterprise Customers
• Familiarity with Sales Performance Management (SPM) products such as Varicent, Anaplan, Xactly, or similar vendor
• Proven ability to map the customer’s business process to product capability
• Experience in driving transformation in enterprises through effective change management and adoption highly preferred
• Facilitation skills required
• Experience with “revenue impacting” business applications required
• Prior sales success exhibited around renewing and expanding Customers
• Deep understanding of SaaS customer engagement
• Top-notch executive engagement skills with an ability to establish strong relationships with Business Decision Makers
• Strong interpersonal skills that establish Trusted Advisor relationships with clients
• Strong organizational/time management skills and the ability to manage multiple projects simultaneously
• Cultural awareness and appreciation for diversity
• Bachelors degree with information technology/business/finance focus preferred
• Willingness to travel up to 25%