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Senior Customer Success Manager at XANT.ai
Remote / United States of America

XANT offers the industry’s leading revenue acceleration platform built on Neuralytics, a predictive and prescriptive self-learning engine that drives revenue growth by delivering an optimized experience for both salesperson and buyer. The platform fuels sales rep performance and provides buyer personalization with breakthrough innovations in predictive sales communications, engagement tracking, forecasting and rep motivation. 

Leading brands like Caesars Entertainment, VMWare, Groupon, John Hancock Investment Management, Pluralsight, Fidelity Investments, Experian, and West Corp. rely on XANT for measurable revenue lift and real results.

Based in Lehi, UT, this is a fantastic opportunity to join an industry leading company and contribute to the successful expansion of our customer base across the world.   

DESCRIPTION 

The Enterprise Customer Success Manager will be responsible for working with our largest and most strategic customers.  In this senior level role, you will own the end-to-end customer lifecycle, from initial support in the sales cycle, through onboarding and then building lasting relationships throughout the contract duration. 

A significant part of your role will be to serve as a customer advocate, to lead cross-functional teams of technical and business consultants during the delivery of implementation projects and throughout the lifecycle of the customer that drive customer value and product adoption.  You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the XANT organization, leading to high retention and expansion rates. 

POSITION RESPONSIBILITIES 

During the Sales Cycle 

  • Provide support and guidance alongside the sales executive to represent the Customer Success strategy to customers. 
  • Attend Sales meetings relevant to the long-term success of the account, such as interviewing or discovery. 

Onboarding New Customers: 

  • Assist the Project Manager or Technical Consultant in coordinating technical and strategic resources throughout the onboarding to deliver the scope of the Statement of Work. 
  • Manage exec level stakeholder communications throughout the project, focusing on ROI and metrics to prove success and resolve issues. 

Post Go live: 

  • Take full ownership of customer relationships by designing and executing on customer Account Plans and Business Value Reviews to ensure that all customer objectives are understood, measured and maximized through using our products. 
  • Manage the customer relationship with high levels of trust and satisfaction, particularly at the executive sponsor level, leading to an 85% referenceable customer base. 
  • Present the XANT value proposition and product features to audiences ranging from Senior Executives to technical stakeholders. 
  • Working with the account team, coordinate and run data driven quarterly business and technical reviews with customers, assessing customer health and building plans to resolve issues and achieve documented business goals.  
  • Monitor and facilitate the customer’s adoption of our solution features and functionality, using compelling data and analytics to support recommendations and next steps, working with Solution Architects and Sales Strategies as well as Support Executives to ensure any requirements are delivered to the required standards 
  • Provide executive updates internally on the status and health of your customer accounts, focused on achieving 85% retention of your customer portfolio. 
  • Be commercially aware to upsell new product offerings as well as support expansion to ensure customer success. 
  • Maintain all updates in the company CRM so there is 100% visibility of the activities on your accounts. 
  • Gather customer product feedback and communicate with product management to shape product road map development 

As a Senior Team Member: 

  • Contribute to process improvement initiatives related to project delivery and customer success approaches 
  • Mentor new/less experienced team members 

 Required Experience: 

  • Previous experience within a Professional Services/Customer Success/Project Management or Sales organization in SaaS environment  
  • 5+ years' experience implementing software applications and/or providing strategic advisory services and account management services. 
  • Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts 
  • Proven track record of upsells and renewals and consistency in exceeding quota 

Qualifications: 

  • Bachelor’s degree 
  • 3-5 years Customer Success Manager Experience  

PERKS | BENEFITS:

  • Medical, Dental, & Vision insurance coverage
  • Market competitive total compensation package
  • Flexible Time Off
  • Volunteer time off 
  • Fun company and team outings because we play just as hard as we work
  • Diversity and inclusion programs that promote employee resource
  • Employee referral bonuses to encourage the addition of great new people to the team

HOW YOU’LL GROW:

At XANT, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at XANT University, our professionals have a variety of opportunities to continue to grow throughout their career.

XANT’S CULTURE:

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives