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As Sorcero’s first Customer Success Manager you will be entrusted with the relationships, strategy and well-being of Sorcero’s customers. You will be charged with understanding customers desired outcomes, and ensuring these are achieved with Sorcero’s Knowledge Engine. You will work with your accounts to proactively drive adoption, help them achieve their business objectives, advise on best practices, and act as the voice of your customers internally at Sorcero.

You will serve as a key point of contact throughout the life of the partnership. You are creative energetic, detail-oriented and self-driven. You can work at a senior level with enterprise customers at different stages of the customer lifecycle with ease. You also work well in the trenches with customer associates. Excellent communication skills, a positive attitude, and the ability to thrive in a team environment are a must.

Responsibilities

• Own a book of customer accounts, from onboarding through to renewal • Develop a deep knowledge of Sorcero product and service offerings • Develop an understanding of key customers’ business drivers and challenges, proactively offering strategic insights and solutions to meet those needs through effective use of Sorcero product and service offerings, whilst driving innovation and best practices • Define and document the process by which customers achieve initial and sustained success with Sorcero products • Work with Sales and Marketing leads to develop and expand accounts within your book • Work with the product and engineering team, on the management and delivery of client projects, leading client communication, and ensuring ensuring work is delivered to exceptional standards. • Work with the product and engineering team to develop documentation in service of customer success. • Communicate product, service and industry updates to clients

Required Skills and Qualities

• At least 3+ years relevant work experience. • Experience in SaaS Customer Success or account management, business development, or strategy consulting a plus • BA/BS degree preferred • Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization • Ability to prioritize, multi-task, and perform effectively under pressure • Critical thinking a must! • Embody Sorcero values and provide exemplary leadership • A self-starter who thrives in a fast-paced, high growth, rapidly changing, startup environment • Ability and willingness to travel to client engagements