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Enterprise Customer Success Manager

Bizzabo

Bizzabo

Customer Service, Sales & Business Development
Montreal, QC, Canada
Posted on Saturday, May 18, 2024

Description

The Enterprise Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our largest and most strategic customers, working across multiple industries, use cases, & stakeholders. The Enterprise Customer Success Manager is a strategic, customer centric, and results-driven individual who is ambitious, experienced, and interested in mastering strategic relationships with their customers. This is an exciting and dynamic role that will help build relationships with customers and will fuel event success, retention, growth, renewals, and advocacy.

You’ll serve as a trusted advisor & partner, helping customers drive adoption, advocate for their needs, find value in their investment with Bizzabo, and aid in growing the partnership. You will have an integral position within Bizzabo, working closely with Account Management, Solutions & Sales Engineering, Product, Support, and Services to ensure your customers’ success, ultimately securing renewals and driving growth. You are highly motivated to drive forward movement and possess a strong intellectual curiosity.

This is likely a role you are pursuing after spending a few years within a customer success or account management function within several organizations managing enterprise customers. The ideal candidate will have customer-facing SaaS customer success, account management, or tech consultant experience, and is excited about being a master strategic consultant and having expert knowledge of the events industry. This opportunity is ideal for those who either want to continue growing and progressing within a customer success organization and those who are passionate about building and cultivating relationships with their customers.

Bizzabo powers immersive in-person, virtual, and hybrid experiences. The Bizzabo Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver powerful business outcomes — while keeping attendee data private and secure. Bizzabo powers the events of world-leading brands — from Fortune 100 enterprise organizations and financial institutions to creative agencies and scaling tech companies. Bizzabo was founded in 2011 by Boaz Katz, Alon Alroy, and Eran Ben-Shushan, and is headquartered in New York and Tel Aviv.

Requirements

What you will be doing*:

  • Be the primary point of contact and advocate within our segment of Enterprise customers, proactively owning and managing a book of business of 20-40 accounts.
  • Become an expert on the Bizzabo product and offerings & have an interest in knowing all aspects of the corporate event landscape.
  • Develop and maintain strong customer relationships with our largest and most strategic customers who have multiple types of use cases within your book of business.
  • Onboard new customers in partnership with the Project Management team, acting as the main point of contact, supporting the primary or first event hosted on the Bizzabo platform.
  • Collaborate with customers to build and execute event success plans, educating customers on Bizzabo best practices, driving adoption and growth.
  • Lead customer strategy calls, demos, and services scoping calls to aid in providing an exceptional customer experience for major events within your book of business.
  • Identifying critical needs of customers and mapping appropriate resources cross-functionally including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more.
  • Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap.
  • Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal.
  • Partner closely with the Account Management team and other internal stakeholders to provide input into account planning and drive growth within your book of business.
  • Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo.
  • Monitor and report on analytics, metrics, and KPIs for your portfolio.
  • Conduct business reviews, in partnership with the Account Management team, and proactively suggest solutions to common customer concerns.
  • Create long lasting relationships with your book of business and customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads.
  • Contribute to the team hitting retention, CSAT, and advocacy targets.

*Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

Who you are:

  • You have a minimum 5 years experience in Customer Success, Account Management, Project Management, or tech consulting within a SaaS organization, ideally managing customers with a variety of complex use cases.
  • You have the ability to thrive in a dynamic and fast-paced environment.
  • You have excellent written and verbal communication skills; your communication will be 20% written and 80% conversational in this role.
  • You are highly organized and detail-oriented, capable of balancing multiple priorities across a high-volume book of clients.
  • You have excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization.
  • You can build trust and rapport within the customer success team and overall organization.
  • You have great presentation skills and have incredible business and technical acumen; being able to strategize, share, and execute on complex technical problems.
  • You are able to articulate the importance and value of Bizzabo to Event and Marketing executives.
  • You have a proactive interest to increase customer satisfaction and deepen customer relationships.
  • You consistently meet and exceed quarterly goals and team metrics.
  • You possess a customer-centric mindset to prioritize customer needs and manage their expectations.
  • You have a collaborative spirit and are open to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for your customers.
  • You have outstanding cross-team coordination, collaboration, and project management skills.
  • You have strong organizational skills and the ability to maintain accuracy and meet deadlines in a high-volume, fast-paced environment.
  • You care deeply about customers and have strong technical and business acumen. You go the extra mile and can juggle conflicting priorities, both with your customers and with internal projects.
  • Your interests include event planning, marketing strategy, digital marketing, technology, and relationship building.
  • You have fluency in Google Drive products and Apple iOS.

Community Details and Perks

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