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Enterprise Customer Success Manager - Enterprise Technology

JR-0034665

WeWork, Sydney New South Wales Australia

Make a life, not just a living.


Enterprise Customer Success Manager, Enterprise Technology

WeWork is building the future of workplace experience. We provide the software platform that many of the world’s most dynamic and forward looking organisations use to improve the interaction between employees and their workplace, through meeting room scheduling, beacon and sensor technology integrations, and space utilisation analytics and insights. We drive workplace productivity, efficiency and happiness for our incredible customers worldwide.

About the Role:

 This Enterprise Customer Success Manager will partner with companies with 1000+ employees. In this role, you’ll be directly responsible for driving product adoption and license revenue retention, and you’ll play an influential role in add-on growth through adoption and other success activities with customers in your portfolio. The role is ideal for an individual very strong communication skills and experience navigating large organisations to identify key stakeholders. You are comfortable at consulting and negotiating with C-level executives and can quickly develop a deep understanding of the customer’s business objectives. Key to this role is being able to articulate value, inspire and promote the vision of Teem insights in the context of workplace experience. As a trusted advisor and coach, you will determine how Teem’s product can be effectively applied to support the achievement of the customer’s strategic real estate goals. 

Key Competencies:

  • Experience in managing enterprise accounts in a SaaS business environment.

  • Comfortable establishing credibility with key customer decision makers & influencers at all levels from business executives, heads of real estate, workplace experience specialists, and IT and facilities management.

  • Strong problem solving & analytical skills; formulate solutions that deliver real business value.

  • Ability to recognise & maximise new business opportunities

  • Well organised. Project management skills and ability to effectively handle multiple accounts & assignments simultaneously.

  • Strong verbal/written communication & presentation skills; extraordinary listening skills.

  • A commitment to exceed goals that is internal, constant & self-imposed.

Responsibilities:

  • Manage a portfolio of Enterprise businesses by thoroughly understanding growth drivers, identifying opportunities for growth, managing risks and creating multi-quarter plans for achievement.

  • Help customers translate their business use cases into Teem solutions, identifying innovative solutions, and Space as a Service opportunities where applicable.

  • Act as the primary post-sale customer contact to guarantee on-boarding, user

  • adoption, retention, and the overall success of the account.

  • Effectively assemble and leverage internal cross-functional teams including Professional Services, Support, Account Executives and Sales, as well as customer stakeholders and business partners. Effectively work across a large complex team and be able to navigate the politics and agendas of each.

  • Deliver monthly and quarterly business reviews and coordinate participation across executives and other participants across the customer’s organisation.

  • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks and impacts to customer satisfaction or value.

  • Identify patterns preemptively to improve the organisational usage and adoption of Teem solutions.

  • Own and manage all renewal activities to execute a timely and profitable contract renewal. Collaborate with Teem’s sales team to expand customer relationships & ensure renewals.

  • Meet and exceed gross renewal targets for assigned accounts.

  • Work in Salesforce, Gainsight and similar tools to maintain Salesforce.com records and forecasting accuracy, create sales orders, and make adjustments as needed.

  • Collaborate with Marketing to grow a library of customer testimonials, thought leadership assets, and content marketing to support the customer journey.

  • Mentor peers proactively in the organisation in strategies that drive customer value and growth and contributes to overall team success.

  • Inform customers of Teem product roadmap & provide continuous customer feedback to the product team.

  • Embrace and actively contribute to customer success team methodologies.

  • Stay current customers on Teem products, competitive landscape & workplace experience trends.

Qualifications

  • Bachelor's degree or equivalent work experience required.

  • 5+ years of prior account management, Customer Success Manager, Account Management or equivalent role - preferably within enterprise software, owning a renewal target.

  • Passion for building customer relationships and the ability to understand and solve for customer needs.  

  • Proven track record of delivery in a Customer Success environment with real-world examples of how you’ve effectively managed a book of business while improving customer satisfaction, adoption, and retention.

  • The ideal candidate should have a strong sense of accountability, attention to detail and work ethic.

  • Ability to travel to client site (roughly 25% travel required)

  • High energy, go-getter with fresh ideas who is comfortable operating in a fast-paced environment and takes the initiative to get things done.

  • Prior experience commercial real estate technologies are a plus.

About WeWork

In just 8 years, WeWork has grown into a global community, transforming people's workplaces into beautiful, inspiring environments. And that commitment to building the best workplaces in the world extends to their own employees. WeWork is driven by their mission: Create Your Life's Work. 

And that mission is paying off. WeWork's real estate portfolio covers more than 14 million square feet; they have more than 220,000 members and 234 locations (and counting).

If you're ready to change people's lives, take a look at the wide variety of roles they're hiring for.  


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