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Salary: USD 100,000 - 187,000 / annual
Reltio, an SAP Company, is seeking a Customer Success Manager to drive adoption, retention, and growth for enterprise customers using our Context Intelligence Platform. This role is responsible for post-sale account management of large enterprise customers, serving as their primary point of contact and trusted advisor throughout their journey with Reltio.
Key Responsibilities:
- Manage accounts for large enterprise customers, driving retention, adoption, growth, and customer advocacy
- Develop comprehensive understanding of customer business goals and craft strategic success plans aligned with their objectives
- Provide visibility into customer health by identifying adoption opportunities and retention risks
- Build and maintain trusted advisor relationships with customer sponsors and executives
- Track, report, and benchmark adoption milestones with visibility to executive sponsors
- Demonstrate product features and recommend solutions that align with customer business results and industry best practices
- Design metrics and ROI measures to quantify the value delivered by Reltio solutions
- Identify and pursue upsell and cross-sell opportunities in collaboration with the sales team
- Partner with extended customer-facing teams to develop strategic and technical plans
- Facilitate and lead customer meetings with a prescriptive, agenda-driven approach
- Work with marketing teams to develop customer advocacy and case studies
- Maintain data-driven decision making through timely documentation and health scoring
Requirements:
- Bachelor's degree or equivalent experience
- Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager, or Success Architect in Enterprise Software
- Deep knowledge of cloud software solutions, master data management, data governance, data quality, and analytics concepts, architecture, and use cases
- Ability to understand and navigate customer decision-making processes, goals, strategies, and business objectives
- Strong consultative effectiveness and ability to establish trust with internal and external stakeholders
- Ability to clearly articulate and quantify business value and specific problems addressed by solutions
- Strong presentation, verbal, and written communication skills with credibility with senior executives
- Previous experience and expertise in data management consulting or solutioning
- Previous experience and expertise in software architecture and understanding application ecosystems
- Proven effectiveness at leading and facilitating executive meetings and workshops
- Strong discovery skills to uncover customer problems and associated value
Nice to Have:
- Previous Reltio experience
- Reltio certifications
- MBA or advanced degree
