Lead Customer Success Strategist

hace 7 días

San Francisco Ocotlán, Puebla, México Parsable Inc A tiempo completo

At Parsable, we enhance the experiences of frontline industrial workers by linking them with essential people, information, systems, and machinery to optimize their performance. Major companies such as Heineken, Grupo Bimbo, Suntory, LafargeHolcim, and Corteva Agriscience depend on our mobile-first platform, Connected Worker, to equip their workforce with advanced digital tools that boost productivity, quality, safety, and sustainability on a large scale.

As a Senior Customer Success Manager at Parsable, you will play a pivotal role in overseeing strategic and significant enterprise accounts, focusing on ensuring their success throughout their engagement with our services. Your primary objectives will be to maximize customer value, nurture enduring relationships, and drive growth.

Parsable operates as a Remote First company, and this role will require travel both domestically and internationally.

Key Responsibilities:

  • Strategic Account Oversight: Manage a portfolio of high-value customer accounts, fostering robust relationships and comprehending their business objectives. This involves developing influential partnerships with executive stakeholders, orchestrating measurable enhancements, and providing tailored and proactive training.
  • Collaboration for Development: Serve as the central coordinator, working closely with internal teams to proactively resolve customer challenges, deliver innovative solutions, and expertly manage the entire onboarding, adoption, and growth journey.
  • Business Alignment and Success Strategy: Utilize your in-depth understanding of each customer's unique business environment to design and implement strategic success plans, driving them to surpass their goals through our platform. Additionally, transform them into valuable marketing assets.
  • Growth Opportunity Identification: Recognize opportunities for upselling and cross-selling, collaborating with the Sales and Professional Services teams to enhance revenue within your customer portfolio.
  • Customer Advocacy and Product Liaison: Act as the primary representative for our customers within the organization. Continuously gather customer insights, needs, and feedback, and proactively relay these to our product team, ensuring our solutions align with customer expectations. Your insights will drive product enhancements.
  • Global Engagement and Customer Interaction: Be prepared to travel, both domestically and internationally, when your presence will add significant value to Parsable. This may include customer onboarding and training, troubleshooting issues, conducting comprehensive business reviews, and actively participating in customer, company, and industry events.

Qualifications:

  • Fluency in both English and Spanish.
  • A minimum of 5 years of experience managing a portfolio of customers in Customer Success, Account Management, Sales, or Consulting within a SaaS or transformational technology company.
  • Expertise in relevant customer sectors (Consumer Products, Manufacturing, Maintenance, Quality, Supply Chain, etc.).
  • A strong history of complex problem-solving, conflict resolution, and negotiation.
  • Exceptional communication and interpersonal skills, along with empathy.
  • Proven ability to manage multiple customer accounts and prioritize effectively.
  • Proficiency with tools such as Salesforce, Zendesk, Atlassian Suite, etc.
  • High-level account management and relationship-building capabilities.
  • Strategic thinking and execution of success plans.
  • Sales and upselling/cross-selling proficiency.
  • Experience in revenue growth and expansion strategies.
  • Customer advocacy and feedback management experience.
  • Active listening skills and understanding of customer needs.
  • Experience with data-driven decision-making.
  • A goal-oriented and results-driven mindset.
  • Experience with data analysis for customer insights.
  • Product, service, and industry knowledge.
  • Bachelor's degree or equivalent.

At Parsable, we envision building an inclusive and diverse organization where differences are respected and valued. By fostering dialogue, education, community service, and enhancing internal policies, we are creating a connected community where everyone is accepted as their best, most authentic self. Parsable is dedicated to cultivating a workforce that reflects our customers and communities. We proudly uphold equal opportunity employment principles.

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