Customer Success Manager

Job Description

Job Description

Customer Success ManagerDallas, TexasTHE OPPORTUNITY

Reporting into our Customer Success Director, you will manage and partner with North America-based Enterprise organisations at the forefront of SAP technology. Your role will be pivotal in ensuring our customers achieve their goals and derive maximum value from our solutions. By forging strong connections, understanding their unique needs, and tailoring our offerings, you will serve as a trusted advisor guiding our customers towards success.

If you were to join Basis Technologies as a Customer Success Manager, you can expect to:

• Drive customer engagement: Dive deep into our customers' organisations, uncovering their goals and drivers, and align our products and services to meet their every need.

• Foster collaboration: As the bridge between customers and internal stakeholders, you will swiftly address any queries or issues, ensuring a seamless and extraordinary experience.

• Fuel renewals and expansion: Seize the opportunity to unlock hidden potential by identifying avenues for expansion, cross-sell, and upsell within your account portfolio; and work closely with the Customer Success team to accelerate product renewals.

• Champion continuous improvement: Collaborate closely with customers and our Development team to pave the way for product enhancements, transforming customer feedback into actionable insights that shape our Product Roadmap.

• Unleash co-marketing brilliance: Discover and harness co-marketing opportunities which showcase our success stories through compelling case studies, leaving audiences inspired and eager to embark on their own journey with us.

IS THIS OPPORTUNITY FOR YOU?

To help you establish whether this role is for you, these are the key foundational characteristics you will need to be set up for success:

• Customer Success: 5+ years of experience in a Customer Success or account management function, with a track record of managing mid-to-large value Enterprise accounts.

• Proactive account management: Demonstrable experience in uncovering and driving opportunities within existing accounts, including managing senior stakeholders and navigating complex organisations.

• Exceptional communication skills: You excel at stakeholder management and can effectively navigate cross-functional teams to resolve issues and drive customer success.

• Showcase value: Demonstrable presentation skills and the ability to articulate the business value of technically complex software products to both technical and non-technical audiences.

• Dynamic environment: Experience working within a fast-paced environment, ideally within a tech scale-up or high-growth SaaS business.

Desirable Skills:

• Previous experience within the SAP ecosystem is highly desirable, providing you with a solid understanding of customer needs in this industry.

• Experience working in a Customer Success function within a technically complex software environment, supporting customers through intricate technology landscapes or large-scale enterprise system change programmes.

WHAT WE DO

We enable every SAP-run business to manage change intelligently - no matter how complex their technology landscape. Our suite of Intelligent Change Management (ICM) solutions harnesses the collective intelligence of the SAP community to help business and technology change teams work together to explore, plan and execute business change imperatives. For over 25 years, we have helped equip, liberate, and champion SAP change heroes at global leaders like Kimberly Clark, 3M, and Vistaprint.

WHO WE ARE

We have been officially named one of the US's Best Workplaces by Great Place to Work, for the third year in a row.

We are at an exciting point as we scale from 130+ global employees, with the foundations in place to grow with purpose, whilst retaining the individual ownership and tangible impact you would expect working in a scale-up organisation.

We are a global team who collaborate across all levels, locations and departments, whilst individually having the knowledge and expertise, autonomy and accountability to drive successful outcomes. Our fast-paced environment means we embrace change and communicate effectively, to proactively and creatively solve problems.

WHY JOIN US?

Aside from the benefits of role evolution, tangible individual impact and personal growth that you would expect working in a global scale-up environment, at Basis Technologies we take looking out for our employees seriously.

We are believers in Learning and Development. Organisational learning allows team members to continue to advance their professional growth and development individually and as a team. That is why each employee has access to $1,000+ in Learning and Development support per year.

In an effort to support the mental health of our employees, we have certified Mental Health First Aiders who support our employees across the globe. We run a yearly initiative giving employees the opportunity to partake in a two-day training course to become certified by Mental Health First Aid International.

BENEFITS AND INITIATIVES

• Competitive salary and bonus

• Medical, Dental, and Vision insurance

• 401(k) with up to 6% employer match

• Health Savings Account (HSA) with bi-monthly employer contributions

• Flexible Spending Account (FSA)

• Life insurance and AD&D coverage

• 15 days PTO, increasing to 20 days with tenure

• Hybrid working

• Global Flexibility (work abroad up to 1 month per year)

• Enhanced Parental Leave

• Paid Volunteer Day