Customer Success Manager

Posted: May 8, 2019 | Austin

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The Zilliant Customer Success team is responsible for the subscription renewal and solution adoption of our global customer base. Drawing heavily from ex-consultants, our CSM team is unique in that it is 1) experienced, 2) strategic and consultative, and 3) high touch. Each CSM manages a portfolio of 10-15 blue chip customers to ensure they receive the maximum ROI from Zilliant’s products. We engage with customer leadership to structure strategy and goals for solution usage, work with project teams and the field to drive adoption, create sophisticated ways to quantify value, and deliver regular business insights.

For the scope and complexity of Zilliant’s customers, a CSM must possess proven expertise in management consulting, project management, pricing, analytics, and software change management. The role also 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 every customer.

Responsibilities Include:

  • Drive customer renewal and expansion by creatively and proactively applying Zilliant solutions to customer business problems
  • Create and present consulting quality deliverables to customer executives to explain the usage, benefit, and uncaptured opportunity of Zilliant solutions
  • Serve as trusted advisor and thought-partner for customer executives in the areas of pricing strategy, analytics, sales effectiveness, and organizational change
  • Create and present Tableau analytics to diagnose business trends and visualize solution results and adoption
  • Constructively diagnose and challenge the customer to improve their commercial processes

Key Requirements:

  • 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)
  • Proven ability to manage multiple projects and diverse customer portfolio effectively
  • Strong presence and confidence in front of executives
  • Extensive working knowledge of pricing, business analytics and/or sales & marketing business processes
  • 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

Desirable Skills and Experience:

  • Bachelors in quantitative discipline (finance, economics, or math); prefer MBA or equivalent industry experience
  • 2-3 years in a premier consulting firm or 5+ years of business performance management experience
  • 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
  • Good working knowledge of pricing principles and sales practices in B2B selling environments
  • Familiar with the software development lifecycle, change management practices, 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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