Strategic Business Partner for Key Accounts

4 semanas atrás

Lisboa, Lisboa, Portugal Pipedrive Tempo inteiro

At Pipedrive, we believe that great people create a great product. Our team lives our company values and hires based on them as well. Since 2010, we've been supporting sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier.

We're trusted by over 100,000 companies in 179 countries and have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US.

The Customer Success Manager will serve as a trusted advisor to key executive-level stakeholders within their assigned portfolio of accounts. You'll be responsible for customer onboarding, increasing user acquisition and engagement, ensuring retention, and uncovering and closing upsell opportunities.

To achieve this, you'll strive to improve customer satisfaction by understanding their novel business needs, setting actionable next steps, influencing product value add, and protecting and growing annual recurring revenue within their assigned portfolio.

This role requires someone who can drive strong customer satisfaction scores, retain customers, protect existing revenue, and grow existing revenue by closing expansion sales.

**Your New Adventure:**

Serve as the post-sale face of Pipedrive for strategic accounts to onboard customers by assessing their business needs to create a custom success plan to ensure adoption and value realization.

Proactively build and maintain strong relationships with key stakeholders in assigned portfolios to actualize long-term retention.

Use influence with key stakeholders to drive usage and adoption to ensure customer health and full product value attainment.

Engage in continuous discovery with assigned accounts to uncover upsell opportunities to drive expansion revenue within their portfolio.

Ensure timely and successful delivery of solutions according to customer needs and objectives.

Tailor content and communication style to service a variety of stakeholders from senior executives to end-users.

Act as a point of escalation when required to help manage customer expectations during security incidents.

Serve as the voice of the high-value customer with internal teams, advocating for their business needs to keep cross-functional teams abreast of changing market needs and customer pain points.

Engage in self-driven business study to ensure the ability to connect with and advise a diverse customer base from various industries.

Conduct customer calls via web-based video software utilizing the camera, screen-share, and screen management features to foster strong relationships and ensure a smooth process.

**Required Skills and Qualifications:**

  • 2+ years professional experience in Account Management/Customer Success within the tech industry.
  • Ability to manage competing priorities and adapt quickly in a fast-paced environment without losing personal touch with customers or strategy.
  • Excellent self-awareness in handling customer escalations by consistently adhering to all established workflows.
  • A focus on keeping up-to-date with product changes and consistently having strong knowledge of product features.
  • Strength in effectively partnering with cross-functional teams to infuse the customer's voice and needs back into the business.
  • Excellent active listening skills to quickly synthesize information and offer advice in a synchronous environment with customers.
  • The capability to learn new systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and health of account in an efficient manner, and understanding multiple popular industry platforms to consult customers.
  • Passion for proactively investing in your own training and development across multiple business industries.
  • Fluency in English with the ability to cater communication style and delivery to meet that of the stakeholder.
  • Experience with CRM and CSM (e.g., Gainsight) systems is an advantage.
  • A Bachelor's degree, and a CSM certification is a plus.

**Benefits:**

Pipedrive offers a competitive salary including all the benefits you'd expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, a public transport card, technology, etc.). We're an equal opportunity employer, encouraging diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity, or veteran status.

**Salary Estimate:** Based on industry standards, we estimate the salary for this role to be around $80,000 - $110,000 per year, depending on location and experience.

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