Enterprise Customer Success Manager, AlertMedia
Strategic
+ Bonus
More information about location
2-3 days a week in office
Emergency communication provider
Be an early applicant
Emergency communication provider
201-500 employees
Be an early applicant
+ Bonus
More information about location
2-3 days a week in office
201-500 employees
Company mission
To save lives and minimize loss by facilitating timely, accurate, and relevant communications when an emergency situation threatens personal safety and business continuity.
Role
Who you are
- You are an accomplished Enterprise Customer Success Manager with proven success working with Enterprise and, ideally, Strategic Enterprise customers
- You think strategically to drive adoption, retain, and expand your accounts
- You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies
- You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a "we're all in this together" mentality
- 5+ years’ experience as a Customer Success Manager
- 3+ years’ experience supporting Enterprise customers in a CSM role
- Desire to work with demanding, multi-national customers
- Established CSM who is self-motivated and customer-focused
- Salesforce & excel required, Gainsight (nice to have)
- Outstanding verbal and written communication skills
- Strong listening skills with the ability to work with a variety of customer profiles
- Excellent project management skills with proven ability to prioritize
- Strong analytical, negotiation, and creative problem-solving skills
- Strong executive presence with proven ability to influence decision-making at all levels
- Proven ability to work with all members of our team (sales, software development, and product management)
- The desire and ability to learn and be coached
- This is an in office, hybrid position (2-3 days a week) in our downtown Austin, Texas headquarters
What the job involves
- Our Enterprise Customer Success Manager - Strategic takes ownership of AlertMedia’s most complex and high-value customer relationships
- They focus on a smaller number of enterprise accounts, but with significantly higher ARR, providing the highest level of strategic partnership
- Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth
- The Enterprise CSM – Strategic approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals
- Additionally, they possess mastery of the entire product and feature offering, with a deep understanding of the value drivers and positive business outcomes our customers can achieve
- Build strong relationships with our customers in the enterprise category
- Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
- Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
- Manage a series of personal touchpoints and to drive ongoing customer experiences
- Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
- Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward
- Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
- Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administrative support
- Respond to all customer inquiries in a thoughtful and timely manner
- Keep track of new product developments and strategically inform/train customers on them
- Communicate desired software requirements to product management team in a cross-functional feedback loop
- Effectively track all customer communication in Gainsight and Salesforce, as well as maintain most relevant information in Enterprise Account Plan up to date
- Contribute to AlertMedia’s culture, values, and vision for the future
Our take
Over the years, organizations have gradually increased their focus on employee safety and emergency preparedness, but the growing number of climate change-related incidents such as floods, wildfires and heatwaves have made this an urgent necessity. AlertMedia’s software enables businesses to quickly identify risks to their people or locations and communicate instantly with those impacted, ultimately minimizing response times during emergencies.
AlertMedia is the world’s leading provider of its kind due to its innovative two-way multichannel messaging system and threat intelligence, and has been experienced double digit annual revenue growth since its founding. The company supports thousands of organizations around the world including popular brands such as Walmart, JetBlue, Coca-Cola Bottling, DHL, and Volvo.
AlertMedia recently signed an agreement to receive strategic growth investment from Vista Equity Partners, bringing in investment that will go towards accelerating its product roadmap and continuing expansion into new markets to ensure enterprises of all sizes are being protected during critical events.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2020
$15m
SERIES C
Jan 2019
$25m
GROWTH EQUITY VC
Total funding: $57.1m
Company benefits
- 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
- Bonus: Participate in the company-wide annual bonus based on their collective success.
- Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
- Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
- Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
- PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
- Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
- Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition
Company values
- Humans not robots
- Customers always come first
- Work better together
- Simplicity is their strength
- Reputation is priceless
- Hard work pays off
Company HQ
Barton Hills, Austin, TX
Articles
Leadership
Brian Cruver
(Executive Chairman)Formerly was CEO for AlertMedia. Before that, co-founded and was CEO of both Xenex and Giveline. Experience in Business Development for Shell USA and Enron. Author of "Anatomy of Greed" published by Perseus Books.
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