Enterprise Customer Success Manager - CSM

Job Description:

As the Enterprise Customer Success Manager, you will report to the Manager of Customer Success, and will be responsible for driving product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic companies. This energetic leader will be responsible for all aspects of account management, adoption, and customer success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers. The responsibilities of this opportunity include:Act as an extension of the customer, being a proactive advocate within ZoomInfo and the customer to accomplish defined objectivesDevelop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business valueProactively grow the breadth and depth of strategic relationships within assigned customersHelp customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoptionClosely manage and nurture accounts to identify and eliminate risk of attritionPartner with internal ZoomInfo stakeholders to align account activities with the customer’s business case and strategyEstablish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their successEnsure customers are aware of and educated on new features and releasesMonitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needsDeliver periodic customer health-checksIdentify renewal risk and collaborate with internal teams to remediate and ensure a successful renewalEnsure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of DiscoverOrg products and services A successful candidate will have the following qualifications:3+ years of customer success, account management, or sales experience in SaaS or similar industry2+ years experience working with and supporting Enterprise accountsBroad knowledge and experience in Sales and Marketing processes and systemsZoomInfo Certification preferredGeneral knowledge of cloud architecture as well as IT landscape a plusExcellent communication skills, including issue tracking, triaging and crisis managementExperience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing StandardsExperience with Sales and Marketing technology such as Marketo, Salesforce, etc.Ability to efficiently manage multiple customer projects simultaneouslyCommunicates with internal and external customers and all levels of managementEffectively communicate technical information to non-technical audiencesDelivers informative, well-organized presentationsUnderstands how to communicate difficult/sensitive information tactfullyContinually seeks opportunities to increase customer satisfaction and deepen client relationshipsManages client expectations effectivelyAwesome sense of humor About us: For over a decade, ZoomInfo has helped companies achieve their most important objective: profitable growth. Backed by the world's most comprehensive B2B database, our platform puts sales and marketing professionals in position to identify, connect, and engage with qualified prospects. Our mission is to provide every company with a 360-degree view of their ideal customer, empowering each phase of their go-to-market strategy and driving their ability to hit their number.