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Customer Success Manager (Production Support Manager)

The Principal Success Manager will act as a Trusted Advisor to our most strategic customers, ultimately responsible for ensuring their success. The Principal Success Manager leverages deep business and industry knowledge to partner with customers to help them accelerate business value from their investment with Fonteva.  You will align at the executive level, building and maintaining strong relationships. In this role, you will be responsible for driving customer adoption and value by providing best practices advice, usage/adoption recommendations, risk identification and mitigation in industry context. The end result is increased customer satisfaction, value, retention, and expansion of the Fonteva footprint.

 

Responsibilities:

  • Own the ultimate success of Fonteva’s most strategic customers, including customer onboarding and implementation
  • Ensure that customers derive maximum value from their investment in Fonteva products and fully leverage their subscriptions and services on an ongoing basis
  • Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth and increased solution footprint
  • Drive seamless onboarding processes and work cross-functionally with our support and services team to proactively manage each customer’s successful deployment
  • Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
  • Proactively manage each customer’s business needs and environments – actively seek opportunities to up-sell, cross-sell, and generate referrals

 

Requirements:

  • Bachelor’s degree in Business, Computer Science, or related field
  • 10+ years of progressive experience effectively managing strategic accounts
  • Proven track record of leading seven figure engagements with enterprise customers and a demonstrated ability to guide strategy and deliver outcomes for the customers that resulted in material ACV growth
  • Excellent logic, analysis, troubleshooting, and problem-solving skills
  • Self-starter with a proven track record of driving Customer Success and aligning in complex customer environments at the executive and departmental level
  • Ability to understand customer requirements, identify upsell and cross-sell opportunities to deepen penetration of Fonteva solutions within customer environment
  • Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
  • Detailed, organized and results-oriented
  • Ability to multi-task and perform effectively under pressure
  • Ability to work effectively in a fast-paced, dynamic, team-oriented environment
  • Willingness to travel and spend time onsite with strategic customers
  • Some experience with Salesforce a plus
  • Demonstrated interest in non-profits and associations a plus     
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