Who You Are
Swoogo is actively seeking an experienced and accomplished Enterprise Customer Success Manager to play a pivotal role in nurturing strong partnerships with our Enterprise customers, guiding them through the implementation, optimization, and expansion of the Swoogo platform.
In this senior-level capacity, you will encounter a constant stream of intricate challenges as our enterprise customers strive to elevate their marketing strategies across in-person, virtual, and hybrid events. Your extensive background and capabilities in collaborating with diverse teams and individuals will be pivotal in skillfully addressing these challenges. We are in search of candidates who possess deep expertise and insight across multiple domains, enabling them to navigate and excel within this multifaceted role.
About the Role
The ideal candidate for the Enterprise Customer Success Manager position is a collaborative team player who thrives within a demanding work environment. They demonstrate professionalism, a commitment to surpassing expectations, and a keen emphasis on cultivating relationships. They rapidly absorb new technologies and manage their time effectively. Depending on customer requirements, the Senior Customer Success Manager may be needed to provide after-hours or weekend coverage.
Every day will look a little different, but in general, you will do things like:
- Foster connections with key stakeholders in both business and Events/Marketing departments, becoming an authority in the customer's implementation and comprehending their primary business objectives and priorities.
- Guide customers in attaining their business goals by offering proactive recommendations that enhance their continuous usage of Swoogo.
- Establish a reputation as a dependable advisor among business and technical decision-makers.
- Recognize prospects within the customer's industry for leveraging the capabilities of the Swoogo platform and collaborate with the Account Management team for expansion possibilities.
- Champion innovation and early adoption of platform features by collaborating closely with the Product team.
- Identify suitable projects for guided Services, gather requirements, and serve as a bridge between the customer and the Services team.
- Monitor Swoogo adoption and usage patterns, success plan adoption, and usage, providing direction during Quarterly Technical reviews.
- Act as a proactive intermediary with the Support and Product teams to address product features and technical hurdles.
- Proactively update customers about upcoming technological changes or potential disruptions to their service, offering mitigation strategies.
- Communicate proactively in case of service degradation or disruption.
- Participate in issue assessment and resolution, acting as a customer advocate and propelling business reliability and customer contentment.
- Identify and collaborate with internal teams to mitigate risks linked to license renewals.
- Conduct demonstrations to showcase existing yet untapped Swoogo capabilities.
- Contribute to internal projects and initiatives, sharing knowledge and best practices with colleagues, and serving as a Subject Matter Expert (SME) for specific technical or procedural domains within the Swoogo team.
This position will operate in the following working hours: 8am - 5pm Pacific Time.
What You’ve Done Before
- A BA/BS Degree or equivalent.
- 5+ years of pertinent work experience in areas like Customer Success, Event Technology, Technology Consulting, Technology Solutions Development, and Technical/Solutions Architecture.
- Familiarity with JIRA; Expertise with Martech, particularly integrations with Salesforce, Marketo, Hubspot, Eloqua; Emphasis on Salesforce automation (SFA), Lead Management, and Marketing; Proficiency in marketing automation, lead scoring, lead nurturing, and campaign automation.
- Proficiency in several of the following technologies:
- HTML, CSS, JavaScript; APIs, JSON, and HTTP Requests;
- Various Authentication methods including OAuth and Basic Auth; Comprehension of UTM/URL parameters.
- Familiarity with IT systems supporting end-to-end business processes throughout the customer's value chain.
- Experience collaborating with extensive, intricate, distributed systems within enterprise-level organizations.
- Significant experience with large-scale implementation of complex solution environments.
- Capability to navigate and lead endeavors in managing intricate customer requests or projects involving multiple stakeholders and enterprise systems.
- Demonstrated ability to communicate, present, and influence effectively at all levels of an organization, including executive and C-level stakeholders.
- Strong aptitude for prioritization and multitasking, with the capacity to perform effectively under pressure.
- Ability to comprehend technical concepts and translate them into business terminology, along with mapping business requirements to technical features.
- In-depth understanding of diverse event marketing processes (Sales, Service, Marketing, Support), business applications, and automation.
Benefits & How We Work
Learn more about Swoogo and how we work.
