Customer Success Manager

📋 Description

• • Elliptic Enterprises Limited is seeking a highly motivated and technically adept Customer Success Manager to join our dynamic global Commercial team. This pivotal role is designed for an individual with a proven track record in managing enterprise-level clients, particularly within the fast-evolving payment and cryptocurrency sectors. If you are passionate about emerging markets and eager to make a significant impact, this is the opportunity you've been waiting for.
• • As a Customer Success Manager, you will be instrumental in identifying and cultivating new commercial avenues within our existing enterprise customer base. Your primary responsibility will be to expertly manage a designated portfolio of clients, with a strong emphasis on driving profitable annual contract revenue and expanding the market share of Elliptic's comprehensive solution and service offerings.
• • You will collaborate closely with the broader Customer Success team, taking ownership of the entire upsell sales cycle. This includes meticulously identifying potential opportunities, rigorously qualifying leads, skillfully negotiating contract terms, developing bespoke proposals tailored to client needs, and ultimately closing upsells and renewals. Your success will directly contribute to profitable revenue growth and achieving a Net Account Retention rate exceeding 100% for your assigned accounts.
• • This is an exciting and challenging position for an experienced, tech-savvy professional. You will not only influence the trajectory of Elliptic Enterprises but also play a crucial role in shaping the future of the digital asset market. At Elliptic, we thrive on tackling fascinating and complex challenges, ensuring that no two days are the same.
• • Key Responsibilities:
• • Cultivate and nurture robust, long-term relationships with key stakeholders across your assigned enterprise accounts.
• • Provide end-to-end management for your customers, guiding them seamlessly through every stage of their lifecycle, from initial onboarding and implementation to successful renewals and strategic expansion.
• • Serve as the primary internal and external point of contact for all matters pertaining to your accounts, ensuring clear communication and timely resolution of issues.
• • Proactively analyze critical customer utilization data to identify potential renewal risks and implement effective mitigation strategies to ensure customer retention.
• • Drive net new business growth by identifying and capitalizing on upsell and cross-sell opportunities within your designated customer region.
• • Develop and execute strategic, data-driven customer account plans that align with both customer objectives and Elliptic's commercial goals.
• • Independently manage, or collaborate effectively with Account Executives (AEs), to navigate the commercial sales cycle for expansion opportunities.
• • Conduct thorough discovery and scoping sessions to identify high-quality expansion opportunities within existing accounts, translating customer needs into actionable solutions.
• • Skillfully convert identified customer needs and business challenges into qualified sales opportunities.
• • Create and deliver compelling, customized proposals that directly address specific customer requirements and demonstrate the value of Elliptic's offerings.
• • Confidently conduct essential customer presentations, including Quarterly Business Reviews (QBRs), project kickoff calls, and insightful product demonstrations.
• • Negotiate contract terms, renewals, and expansion agreements to achieve mutually beneficial outcomes.
• • Consistently meet and exceed established quarterly and annual revenue quotas for your region and target customer base.
• • Effectively manage challenging client relationships, including navigating potential churn or down-sell conversations, to achieve the best possible outcome for both Elliptic and the customer.
• • Evaluate customer needs and preferences concerning pricing, product features, and terms and conditions, ensuring that commercial proposals accurately reflect and address these requirements.
• • Embrace a collaborative mindset, working seamlessly with a larger account team, including Account Executives and Solutions Consultants, to deliver exceptional customer experiences.
• • Address customer issues promptly and effectively, working cross-functionally with internal teams to implement solutions.
• • Thrive in a fast-paced environment, demonstrating energy, building strong team spirit, and fostering unity and commitment within the team.
• • Possess a solid understanding of complex Business-to-Business (B2B) sales methodologies.
• • Exhibit flexibility and adaptability, remaining comfortable and effective amidst changing priorities and market dynamics.
• • Demonstrate a keen interest and curiosity in digital assets and the broader cryptocurrency economy, staying abreast of market trends and innovations.
• • This role offers a unique chance to blend your technical acumen with your commercial expertise in a market that is rapidly transforming the global financial landscape. You will be at the forefront of innovation, helping businesses navigate the complexities and opportunities presented by digital assets.