Enterprise Customer Success Manager

XOi , the leading provider of technician-first technology for commercial and residential field service companies, arms the field service industry with a digital tool that connects people to equipment.

XOi’s technology is the hub in which every part of the job - from the field to the office - connects to facilitate a transparent experience for the OEM, Contractor, Technician, and Customer.

XOi provides remote support, visual documentation, training resources, asset and team management functions, a comprehensive knowledge base, and immediate revenue producing insights leveraging data from current and historical projects.

Beyond this tool that manages efficiency, consistency, and communication, XOi’s goal is to create a future-focused technology that modernizes the field service industry as a whole, and helps to overcome the issues that threaten the livelihoods of the hard-working people in the trades.

Ready to make your application Please do read through the description at least once before clicking on Apply.

In an industry that is increasingly evolving through innovative software solutions and AI, XOi is excited to be at the forefront building the ecosystem that allows data to be created and delivered every time equipment is touched by any technician on mission critical job sites.

As our Enterprise Customer Success Manager , you will be our Program Manager and Strategic Advisor to our clients leading efforts around identifying business use cases that lead to product adoption, expansion opportunities and retention of our customers.

You will assist in some onboarding efforts as needed, with the goal of creating excited and happy customers. You will be the face of XOi Technologies to these customers throughout the term of their agreements.

The ideal candidate is someone who has experience in and excels at nurturing customer relationships, managing multi-faceted onboarding processes and in many cases, highly complex customer relationships and developing and executing detailed plans that bring customers both immediate value and long-term success.

We are looking for someone who is highly driven to exceed benchmarks for service quality and revenue generation and passionate about the overall customer experience.

Responsibilities :

• Deliver customer post-onboarding experiences that efficiently navigates change management concerns and focuses on customers’ long-term business objectives.
• Act as a true consultant and partner your clients’ and build business cases around success metrics.
• Work directly with assigned customer accounts to carry them from point of hand-off (from the sales / implementation team) to the long-term value they seek.
• Utilize KPIs to inform regular engagement (with customers, counterpart program managers, and executive sponsors) around user adoption / usage, user satisfaction, and quantifiable value being driven from the XOi platform.
• Think critically alongside, and on behalf of, customers regarding their challenges, as well as strategic opportunities to uncover new business cases and user growth.
• Advocate for customers’ needs and challenges, engaging internal teams on behalf of their interests.
• Maintain accurate information and updates regarding customer data and activity in our CRM system.
• Communicate and collaborate effectively across departments.
• Identify and leverage opportunities for customer referrals and marketing case studies, taking care of developing, preparing, and nurturing customers for advocacy.
• Prepare and deliver presentations such as business strategy sessions, panel discussions, QBRs.

Requirements :

• 4+ years of experience in Enterprise Account Management / Customer Success, with proven experience building business use cases, tracking and effectively communicating ROI, driving business strategy, customer adoption, customer happiness / satisfaction, expansion, and retention.
• Experience in consultative customer success.
• Excellent project management skills.
• Detail-oriented and creative thinker in terms of executing a process.
• Proficient in Salesforce and G-Suite. Experience with ChurnZero desired.
• Excellent written and verbal communication skills.
• Managed portfolios of ARR of $2M+.

You Are Someone Who :

• Regularly puts yourself in customers’ shoes and takes action with their needs, wants, and challenges.
• Feels passionate about providing an exceptional customer experience.
• Fiercely focused on driving value through data, proactive touch points, and crucial conversations.
• Views your profession as your craft and continuously pursues excellence in your work.
• Thrives in a fast-paced, high-growth startup environment.
• Loves to win, but never allows success to breed complacency or diminish your desire to learn, grow, and improve.
• Thinks critically about your business and customers; speaks up when you observe a weakness, threat, or opportunity; and takes action to the best of your capacity.
• Does the right thing even when it’s hard and especially when money is on the line.
• Believes we’re stronger as a team and individually and is committed to building strong working relationships across the organization.
• Natural problem solver and analytical mind that can think creatively about how to solve customer pain points and drive value.

XOi Technologies is an Equal Opportunity Employer.

At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

This is a remote position.

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