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Forter Principal Customer Success Manager 
United States, Virginia 
771197723

07.07.2024

What you'll be doing:

  • Own the end to end customer relationship, from go-live through renewal, for our largest and most strategic customers while executing a success plan for each
  • Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. After, go-live, run ongoing training and enablement for clients
  • Quarterback high impact engagements, particularly executive business reviews to communicate Forter’s value and impact to client executives
  • Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
  • Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
  • Own the retention number for your book of business and oversee the renewal process for expiring client contracts
  • Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
  • Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
  • Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business

What you'll need:

  • Required Experience: Minimum 8 years of relevant experience post-live, client-facing Customer Success experience where you managed large, strategic, and complex accounts in a payments or fintech environment. Fluency in business level Mandarin and English is a must.
  • Executive Relationships : Excellent communication skills, especially at the C-level both internally and externally. Proven ability to develop relationships with customer executives while working with stakeholders on account objectives and engagements
  • Program Management : Demonstrated excellence at success planning across a large and complex book of business. Experience building successful account plans to retain and grow your customers while showing urgency when reacting to problems.
  • Technical Aptitude : High fluency in technical topics for a non-technical operator. Not afraid to roll your sleeves up and get in the weeds while understanding complex technical concepts. Known as the best product expert on your past CS teams.
It'd be really cool if you also have:
  • Desired Experience

Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:

  • Great Place to Work Certification (2021, 2022, 2023)
  • in NYC (2022)
  • #3 on of “Most Innovative Finance Companies” (2022)
  • Forbes Cloud 100 (2021, )
  • SAP Pinnacle Awards “ ” (2023)
  • Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)