Customer Success Manager
4 weeks ago
**About the Company**:
At Tempo we’re on a mission to help teams build better, together. We are creators of top-selling Atlassian Marketplace apps, supporting more than 29,000 customers, including a third of the Fortune 500 companies, and working with hundreds of Solutions Partners globally. Our solutions help customers orchestrate creation and delivery, so their teams can focus and optimize around their highest priorities. In 2020 and in 2021 we were named Top Atlassian Vendor and we continue to be one of the highest ranked and most heavily used solutions out there.
Our product suite has grown from our popular time-tracking solution, which launched in Iceland in 2009, to resource & capacity planning, project cost tracking, project & program management, and strategic roadmapping. In 2021, Tempo acquired Roadmunk, a roadmapping solution popular with product management teams, and ALM Works, creators of the Structure for Jira suite that delights project and program managers around the world. At the beginning of 2023 Tempo expanded its SPM suite to include LiquidPlanner’s capacity planning platform and Old Street Solutions (maker of Custom Charts).
We envision a world where everyone inside an organization works in harmony on the most impactful opportunities aligned with _their_ mission. Come join us as we continuously innovate our award-winning products, create new solutions, and expand to new ecosystems. Are you ready to unlock the joy of building with us?
**About The Job**:
As an Enterprise Customer Success Manager, you will own both Channel Partner and direct Customer relationships, and are responsible for driving a best-in-class customer journey from on-boarding to renewal for our largest Fortune 500 clients.
**What you'll do**:
- Help drive the development and implementation of our Enterprise GTM Customer and Channel Partner strategy, e.g. success plans, QBR’s, cross-selling, and renewal forecasting.
- Create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input.
- Establish business objectives and goals with Channel Partners and direct Customers in order to build measurable success plans, and set cadence of communication to deliver ROI and operational reviews.
- Develop new and innovative ways to share relevant data and insights that’s impactful to Customers/Partners and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.
- Support complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale.
- Act as a change agent for internal (systems & process) and external (product & workflow) change management.
- Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.
- Evaluating the status of customers’ health and proposing holistic, multi-product solutions for different use cases.
- Maintaining high levels of customer engagement and satisfaction within both product and Tempo communication which lead to account reference-ability, advocacy & loyalty.
- Be the “voice of customer” and work with product management to translate business needs to product requirements and craft new solutions for customers.
- Working closely with internal resources on escalation and resolution processes for critical customer issues.
- Strengthening the customer-centric culture at Tempo.
**Requirements**:
- 7+ years experience in B2B SaaS within Customer Success, Account Management, and/or Management Consulting.
- Experience overseeing 5M+ ARR book of business including direct responsibility for customer churn, product usage/utilization, renewal, health, and satisfaction.
- Has managed enterprise requests for proposals (RFP) for 1000+ user accounts including working with direct sales and implementation teams
- Experience managing both Channel Partner relationships and large global enterprise customers of 50K+ employee’s.
- Has a consultative mindset that enables you to easily diagnose issues and prescribe solutions.
- Is a self-motivated, data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption.
- Has strong interpersonal skills and experience initiating and building strong relationships and trust throughout an organization including with Executive sponsors.
- Loves teamwork and working as part of a strategic account team to build a world-class, enterprise-level global customer experience together.
- Regular use of dashboards and reporting to manage performance against KPI goals
- Has extensive experience with workforce planning and management systems such as Jira, Asana, Monday, and other productivity tools.
- Has experience with Salesforce, Hubspot, and/or other CRM tools.
- Prefers working in Agile environments with a good understanding of SaaS models.
- Able to travel 20% as needed.
**What's In It For You (Org-wide)**
- Hybrid
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