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Job Description:

Enterprise Customer Success Manager

 
LOCATION: REMOTE / HYBRID / OFFICE (Birmingham, AL or Washington, DC)
Pay: $70,000 - $90,000

The Enterprise Customer Success Account Manager at HData ensures enterprise-level clients' retention, growth, and health, aligned to HData’s strategic vision. As a trusted advisor to our customers, you’ll provide proactive, focused attention to strengthen product adoption, improve customer satisfaction and reference-ability, and ensure customers succeed, as defined by their specific business case.

The Enterprise Customer Success Manager at HData is mission-critical in enabling clients to derive maximum value and achieve desired outcomes through relationship-building, account management, industry expertise, and data-driven insights to drive business growth and foster long-term client satisfaction.

WHAT YOU'LL BE DOING

Client Relationship Management:

Build and nurture relationships with your book of designated enterprise clients within the regulated utility sector.

  • Serve as the main point of contact and advocate for clients, finding ways to be a trusted advisor and ensuring their needs are understood and addressed effectively.
  • Collaborate with clients to develop a deep understanding of their business objectives, design a comprehensive plan to meet them, and align the necessary products and solutions to support them.
  • Define, document, track, and measure the impact of HData on the client organization.

Customer LifeCycle:

Onboarding:

  • Lead the onboarding process for new clients, guiding them through implementing HData with a laser focus on achieving early value and working towards desired outcomes.
  • Collaborate with cross-functional teams, including Revenue, Product, Marketing, Management and Customer Support, to ensure a seamless onboarding experience.
  • Provide training sessions and workshops to clients to enhance their understanding of our products and services.
  • Offer guidance on how to leverage our solutions to achieve business goals effectively.

Adoption and Value Recognition:

  • Align with the client on desired outcomes, document, and track progress.
  • Provide regular status updates to clients throughout onboarding and beyond.
  • Proactively analyze clients' product usage and adoption trends to identify increased value and engagement opportunities.
  • Provide recommendations and strategies to clients on optimizing their utilization of our solutions to achieve desired outcomes.
  • Develop and provide the client with a vision and maturity path for early and ongoing value realization

Customer Health and Satisfaction:

  • Regularly assess the overall health and satisfaction of assigned clients.
  • Develop and execute strategies to improve customer satisfaction, mitigate churn, and identify upsell opportunities.
  • Utilize data-driven insights to track client performance, identify trends, and create reports for internal and external stakeholders.
  • Establish reference customers, power users, and brand advocate customers by maintaining high levels of customer satisfaction.
  • Proactively identify risks or potential impacts on customer satisfaction and adoption. Escalate critical issues and ensure the customer is informed of the outcome/resolution.

Renewals and Expansion:

  • Continually discover opportunities for clients to obtain value from HData, whether in the form of additional outcomes to achieve after initial success or upselling collaborative design projects.
  • Collaborate with the Revenue team to develop and execute revenue expansion campaigns, identify new use cases, and run renewal playbook to retain and expand relationships with existing clients.
  • Develop and deliver client success plans to demonstrate ongoing value and drive renewals.

Issue Resolution:

  • Act as a liaison between clients and internal teams to address and resolve any issues or concerns.
  • Escalate critical issues to appropriate stakeholders and ensure timely resolution.

Management Reporting

  • Deliver weekly summary of Success KPIs to internal stakeholders as directed.
INDUSTRY EXPERTISE:

Find creative ways to become a trusted advisor by:

  • Staying up-to-date with regulations, trends, and developments in the regulated utility industry.
  • Use industry knowledge to provide clients with insights and advice on navigating regulatory challenges, industry best practices for analysis, benchmarking,
  • Connect our customers to their peers to create a supportive, collaborative environment within the community
QUALIFICATIONS:
  • Bachelor's degree.
  • Thrives in a startup environment, including ability to pivot and deliver quality work product in the face of frequent changes to process, product, and priorities.
  • Customer-facing experience (customer service, program management, consulting or sales) that includes issue resolution and escalation management at both the business owner and executive levels.
  • Familiar with Customer Success for Fintech, Regtech, Data’tech SaaS Platforms.
  • Proven ability to collaborate and build strong technical and Senior Executive relationships.
  • Strong understanding of regulatory affairs, analysis, and compliance within the utility sector.
  • Analytical mindset with the ability to interpret data and trends.
  • Problem-solving and conflict-resolution skills.
  • Strong organizational and time management skills with the ability to manage multiple clients and projects simultaneously.
  • Considerable interpersonal skills, including establishing yourself as a Trusted Advisor in your working relationships with our clients.
  • Experience successfully collaborating and managing by influence (of non-reporting groups/individuals).
  • Ability to travel [10-20%] of the time.
BENEFITS
  • Performance Bonus
  • Medical Benefits
  • Dental Benefits
  • Vision Benefits
  • 401k Retirement Plan
  • Equity Benefit Package
  • Remote, Hybrid, & In-Office Friendly
  • Flexible PTO
  • Life Insurance

HData is committed to promoting equality, inclusion, and diversity. We’re an equal-opportunity employer of the brightest minds we can find — regardless of race, gender, age, religion, sexual orientation, or identity.

If you’re interested in joining us, send a note to recruiting@hdata.us.