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Gong Senior Enterprise Customer Success Manager United States, California, San Francisco 664044624
29.08.2024
RESPONSIBILITIES
- Be a trusted strategic advisor to senior revenue and revenue operations leaders, effectively to uncovering and driving towards board-level business outcomes and strategically map those to Gong workflows and subsequent value
- Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy.
- Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals by driving renewal strategy and conversations
- Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your portfolio
- Partner with Gong’s Professional Services organization to ensure customers onboard successfully and achieve the fastest path to value against their desired outcomes
- Work successfully with a wide variety of cross-functional internal partners
- Contribute to Gong’s environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent customer success organization
- 7+ years of relevant work experience
- Previous B2B SaaS and enterprise software experience
- Account management experience a plus
- Ability to independently analyze and leverage data to make a persuasive argument or generate a compelling customer value / customer ROI narrative
- Demonstrated ability to provide prescriptive project plans, and paths for successful onboarding, support, and change management to customers to deliver high customer satisfaction, advocacy, and loyalty
- Excellent verbal and written communication skills
- Passionate about providing an exceptional customer experience
- Creative, resourceful, detail-oriented, and well-organized
- A strong team player and resourceful individual who thrives in a fast-paced, high-growth startup environment
- Someone who flourishes when given responsibility and a sense of ownership, often with limited direction
- Track record of completing complex projects when the path to success may be unclear and/or requires clarity and focus
- Proven ability to lead, challenge, and persuade Fortune 100 customers and executive stakeholders
- Comfortable giving and receiving feedback
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.
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