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hace 2 meses
At Parsable, we enhance the experiences of frontline industrial personnel by linking them with essential resources, including people, information, systems, and machinery, to optimize their performance. Renowned companies such as Heineken, Grupo Bimbo, Suntory, LafargeHolcim, and Corteva Agriscience depend on Parsable's mobile-centric platform, Connected Worker, to equip their workforce with contemporary 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, with your main goal being to ensure their success throughout their engagement with our services. Your objectives will focus on maximizing customer value, nurturing enduring relationships, and driving growth.
Parsable operates as a Remote First organization, and this role will be based in Mexico, requiring both domestic and international travel.
Key Responsibilities:
- Strategic Account Oversight: Manage a portfolio of high-value client accounts, fostering robust relationships and gaining insights into their business objectives. This involves developing influential partnerships with executive stakeholders, implementing measurable improvements, and providing tailored, proactive training.
- Collaborative Growth Initiatives: Serve as the primary coordinator, working closely with internal teams to proactively resolve customer challenges, deliver innovative solutions, and expertly manage the onboarding, adoption, and growth processes.
- Business Alignment and Success Strategy: Utilize your deep understanding of each client's unique business environment to develop and implement strategic success plans, ensuring they surpass their goals through our platform. Additionally, transform these clients into valuable marketing assets.
- Growth Opportunity Identification: Recognize potential for upselling and cross-selling, collaborating with Sales and Professional Services teams to enhance revenue growth within your customer portfolio.
- Customer Advocacy and Product Representation: Act as the primary representative for our clients within the organization. Continuously collect customer insights, needs, and feedback, and communicate these proactively to our product team, ensuring our solutions meet 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 involve customer onboarding and training, addressing challenges, 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 environment.
- Expertise in relevant customer sectors (Consumer Products, Manufacturing, Maintenance, Quality, Supply Chain, etc.).
- A strong track record of complex problem-solving, conflict resolution, and negotiation.
- Exceptional communication and interpersonal skills, along with a high degree of empathy.
- Proven ability to manage multiple customer accounts and prioritize effectively.
- Proficiency with tools such as Salesforce, Zendesk, Atlassian Suite, etc.
- Advanced account management and relationship-building capabilities.
- Strategic thinking and execution of success plans.
- Sales and upselling/cross-selling expertise.
- 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.
- Knowledge of products, services, and industry trends.
- Bachelor's degree or equivalent.
At Parsable, we are committed to building an inclusive and diverse organization where differences are respected and valued. Through dialogue, education, community service, and improved internal policies, we are fostering a connected community where everyone can be their best, most authentic self. Parsable is dedicated to creating a workforce that reflects our customers and communities. We proudly uphold equal opportunity employment principles.
