Main Responsibilities and Required Skills for an Enterprise Customer Success Manager
An Enterprise Customer Success Manager is a professional who serves as the primary point of contact between an enterprise-level organization and its clients. They are entrusted with ensuring that clients derive maximum value from the products or services provided by the organization. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Enterprise Customer Success Managers.
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Main Responsibilities of an Enterprise Customer Success Manager
The following list describes the typical responsibilities of an Enterprise Customer Success Manager
Act as
Act as a liaison between clients and technical support teams.
Advocate
Advocate for clients’ needs within the organization.
Analyze
Analyze and action information from a variety of sources to identify the customer's health.
Analyze client data and metrics to measure success and identify areas for improvement.
Analyze your portfolio, identify risks and opportunities and prioritize for impact.
Assist
Assist project managers during client on boarding process.
Build
Build relationships with lab reps to further support and execute deployment of solution.
Collaborate with
Collaborate with finance teams on billing and invoicing matters.
Collaborate with product development teams to communicate client needs and preferences.
Collaborate with sales and marketing teams to create targeted customer success initiatives.
Conduct
Conduct periodic customer health-checks.
Conduct regular business reviews with clients to assess progress and set goals.
Conduct regular check-ins with clients to assess satisfaction and gather feedback.
Conduct Success Planning Sessions and Quarterly Business Reviews, manage contract negotiations.
Connect
Connect with customer to collect feedback and drive continuous improvement across all areas.
Coordinate
Coordinate with internal teams to ensure timely delivery of solutions and services.
Coordinate with our sales team to ensure a seamless handoff and onboarding for all your accounts.
Create
Create and provide input on new and existing workflows.
Create policies and procedures that optimize the customer experience.
Define
Define Customer Reporting and manage the process to automate the reports.
Develop
Develop and deliver appropriate customer engagement and retention strategies.
Develop and deliver a roadmap to success.
Develop and deliver training sessions for clients on product usage and best practices.
Develop and implement customer retention strategies.
Develop and implement customer success playbooks and processes.
Develop case studies and success stories highlighting client achievements.
Develop ideas and systems to automate the daily tasks and workflows used by the team.
Develop strategic plans to onboard new enterprise clients.
Develop trusted advisor relationships with customer stakeholders and executive sponsors.
Direct
Direct and oversee end to end testing and commissioning of each Solution.
Direct revenue ownership across a portfolio of accounts managing multiple stakeholders.
Document
Document all communication with users and accounts accurately and in a timely manner in Salesforce.
Drive
Drive adoption of new features or updates among existing clients.
Drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time).
Drive focus on platform adoption and usage.
Drive increased user engagement.
Drive ongoing cadence with the team to report on critical metrics, and new initiatives.
Drive revenue, adoption, and market penetration in enterprise accounts.
Drive the way we conduct business every day and define our company culture.
Engage
Engage with customers to build relationships.
Ensure
Ensure compliance with service level agreements and contractual obligations.
Establish
Establish and maintain strong relationships with key stakeholders.
Forecast
Forecast and track key account metrics.
Foster
Foster a culture of customer advocacy and loyalty within the organization.
Grow
Grow revenue in existing enterprise clients.
Grow the value of CancerIQ's customer base via high levels of renewal and account expansion.
Help
Help build our CSM capability out.
Help to optimise Solutions.
Help to optimise the way we design, deliver, operate and retire Solutions.
Hold
Hold stakeholders accountable for execution in an agreed-upon timeline.
Identify
Identify and facilitate upsell and expansion opportunities.
Identify new needs from our customers and potential business growth.
Identify opportunities for upselling or cross-selling additional products or services.
Identify resources for customer self-service and encourage its use.
Improve
Improve, deepen and grow personal relationships in account base.
Inspire
Inspire customers to think way beyond what they originally thought they wanted.
Keep
Keep in contact with all the key players on your accounts and have great relationships with them.
Lead
Lead a renewal process covering planning, forecasting and execution.
Lead escalation processes for high-priority client issues.
Lead new enterprise customer onboarding.
Leverage
Leverage customer success analytics to identify predictive indicators of churn and consumption risk.
Leverage playbooks to drive decision-making and customer interactions.
Maintain
Maintain a deep understanding of the enterprise clients’ industries and business challenges.
Maintain and monitor all the extensions and renewals business.
Maintain an in-depth knowledge of your customers' technology, products and services.
Manage
Manage and coordinate solving conflicts.
Manage customer renewal processes and mitigate churn risks.
Manage relationships with program owners.
Monitor
Monitor and resolve issues with the support of the Client Partners.
Monitor industry trends and competitor activities to inform client strategies.
Negotiate
Negotiate and execute renewal contracts that align to customer goals.
Negotiate contracts and agreements (renewals and expansion deals) to maximize profit.
Onboard
Onboard and training new clients on the platform, as well as negotiating and delivering renewals.
Onboard, mentor and train new customer success teammates.
Operate
Operate as the lead point of contact for any and all matters specific to your account base.
Oversee
Oversee the post-contract activities for several complex enterprise accounts.
Own
Own all retention and expansion revenues for your customers.
Participate in
Participate in industry events and conferences to network and stay informed.
Prepare
Prepare and educate customers on new features and releases.
Prepare materials to support articulation of Adaptive Insights benefits to customer teams.
Prioritize
Prioritize and drive resolution on escalated customer issues.
Provide
Provide input and feedback on product roadmap and development priorities.
Provide leadership and mentorship to junior members of the customer success team.
Provide product training, on-boarding and escalations for new and existing customers.
Recommend
Recommend and educate the Customers on relevant new information and opportunities to grow.
Represent
Represent the experience of the customer within the company.
Represent the voice of the customer effectively communicating their needs to Product & Engineering.
Review
Review and suggest improvements to solutions.
See
See our customers face to face to build deep trust - up to 35% travel is highly possible.
Share
Share results & key focus areas with cross-functional leaders.
Track
Track and report on key performance indicators related to client success.
Understand
Understand and execute impactful solutions.
Understand customer needs, and delivering product value.
Use
Use insights from Account Health Dashboard to identify account escalations and raise to AE.
Wear
Wear multiple hats and pitch in to help the organization meet both customer and investor goals.
Work with
Work with partners to extend reach & drive adoption.
Work with the sales team to properly sell and position Customer Success Services.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Enterprise Customer Success Manager:
Proficiency in customer relationship management (CRM) software.
Knowledge of data analytics and reporting tools.
Familiarity with project management methodologies.
Understanding of software as a service (SaaS) solutions and cloud computing.
Ability to interpret and analyze client usage data.
Experience with customer feedback and survey platforms.
Technical troubleshooting and problem-solving skills.
Understanding of enterprise software integrations and APIs.
Knowledge of enterprise resource planning (ERP) systems.
Proficiency in Microsoft Office suite and collaboration tools.
Understanding of cybersecurity principles and best practices.
Familiarity with customer experience (CX) metrics and methodologies.
Knowledge of sales automation and lead management platforms.
Proficiency in presentation and communication tools.
Understanding of data privacy regulations and compliance standards.
Experience with contract management and negotiation.
Knowledge of financial modeling and forecasting techniques.
Understanding of business intelligence (BI) and data visualization tools.
Proficiency in virtual meeting and webinar platforms.
Experience with customer success software solutions.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Enterprise Customer Success Manager:
Excellent communication and interpersonal skills.
Strong relationship-building abilities.
Empathy and emotional intelligence.
Active listening and problem-solving skills.
Adaptability and resilience in dynamic environments.
Strategic thinking and decision-making abilities.
Collaborative mindset and team-oriented approach.
Time management and organizational skills.
Ability to influence and persuade stakeholders.
Customer-centric mindset and dedication to client success.
Conclusion
Enterprise Customer Success Managers play a crucial role in fostering long-term relationships and driving value for enterprise clients. To excel in this role, professionals need a combination of technical expertise, analytical skills, and interpersonal abilities.
