The Customer Success Manager (CSM) is a critical role in Zilliant’s Software-as-a-Service business model.  As partner and trusted advisor, the CSM ensures that maximum value is derived from Zilliant’s products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

Ultimately, the CSM’s goal is to ensure that the value derived from the Zilliant solution far exceeds customer’s expectations; as such, the role requires a combination of C-Level management consulting skills, project management experience and pricing expertise.  Additionally, this role relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for Zilliant customers, and a collaborative approach that brings the best of Zilliant to each and every customer.

Main Responsibilities:

  • Serves as trusted advisor and thought-partner for customer executives regarding pricing strategy and related initiatives
  • Proactively develops the adoption and measurement plans as well as solution ‘course corrections’ as necessary
  • Proactively suggests improvements to customer pricing infrastructure, processes, organizational structure & performance management; constructively challenges the customer to improve their commercial processes
  • Prepares materials to support articulation of Zilliant benefits to customer executive and internal teams
  • Maintains revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer

Key Characteristics:

  • Extensive working knowledge of pricing, business analysis analytics and/or sales and marketing business processes
  • Well-developed consultative skills (e.g., rapidly grasp customer business issues, probe for root causes through interviews, analyze data, and develop/present recommendations to a senior audience)
  • Strong presence and confidence in front of C-level and senior executives
  • Excellent oral and written communication skills; effective in person and by phone
  • Accountable for results and deliverables; self-starter who works independently and proactively
  • Willing to travel frequently, as needed by customers
  • Ability to manage multiple complex assignments simultaneously

Skills and Experience:

  • Bachelor or Masters in a quantitative discipline; prefer MBA from top-tier school or equivalent industry experience
  • 2-3 years of experience in a premier consulting firm or 5+ years of business performance management experience
  • Good working knowledge of pricing principles and sales practices in B2B selling environments
  • Strong analytical and problem solving skills; high level of business acumen is required
  • Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator
  • Familiar with change management practices, change communications and process re-engineering
  • Working knowledge of BI tools and experience with data manipulation applications (examples: Tableau, Spotfire, Microsoft Excel Pivot Tables, SQL, Access or other database usage)

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