Customer Success Manager

📋 Description

• • Elliptic Enterprises Limited is seeking a passionate, technically adept, and enthusiastic Senior Customer Success Manager to join our global Commercial team. This role is pivotal in championing the discovery and development of new commercial opportunities within our existing enterprise customer base, particularly within the dynamic payment and cryptocurrency industries.
• • As a Customer Success Manager, you will be entrusted with managing a dedicated portfolio of enterprise clients. Your primary objective will be to drive profitable annual contract revenue and increase market share by effectively promoting Elliptic's comprehensive solution and service offerings.
• • In close collaboration with the broader Customer Success team, you will expertly navigate the entire upsell sales cycle. This includes meticulously identifying potential opportunities, rigorously qualifying leads, skillfully negotiating terms, developing bespoke proposals tailored to client needs, and ultimately closing upsells and renewals to ensure profitable revenue growth and achieve over 100% net account retention for your assigned accounts.
• • This is a truly exciting opportunity for a seasoned and tech-savvy professional eager to make a significant impact. You will not only influence the trajectory of Elliptic Enterprises but also play a crucial role in shaping the emerging digital asset market.
• • At Elliptic, fascinating and challenging work is the norm; boredom is simply not an option. You will be at the forefront of innovation in a rapidly evolving sector.
• • Key Responsibilities:
• • Cultivate and nurture robust, long-term relationships with key stakeholders across your designated account base, establishing trust and understanding their strategic objectives.
• • Provide comprehensive management of your customers throughout their entire lifecycle, from seamless onboarding and initial adoption through to successful renewal and strategic expansion phases.
• • Serve as the primary internal and external point of contact for your accounts, ensuring clear communication and efficient resolution of all queries and concerns.
• • Proactively analyze critical customer utilization data and assess renewal risks, implementing early mitigation strategies to safeguard and enhance customer retention.
• • Drive net new business growth by identifying and capitalizing on upsell and cross-sell opportunities within your assigned region and customer portfolio.
• • Develop and execute strategic, data-driven customer account plans, independently managing the commercial cycle or collaborating effectively with Account Executives.
• • Conduct thorough discovery and detailed scoping of high-quality expansion opportunities within existing enterprise accounts, aligning solutions with customer challenges.
• • Translate complex customer needs and business challenges into clearly defined, qualified opportunities for growth and service enhancement.
• • Develop 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.
• • Skillfully negotiate contract terms and renewals, ensuring mutually beneficial outcomes that support both customer success and Elliptic's revenue objectives.
• • Consistently meet and exceed ambitious quarterly and annual revenue quotas for your region and target customer segment.
• • Demonstrate a deep understanding of the customer's business model and how digital assets strategically integrate into their operations and future plans.
• • Analyze customer usage and engagement data to identify emerging trends, potential risks, and opportunities for offering additional services and value.
• • adeptly manage challenging client relationships, including navigating potential churn or down-sell conversations, to achieve the best possible outcome for both the company and the customer.
• • Evaluate customer needs and preferences concerning pricing, product terms, and conditions, ensuring that all client requirements are meticulously addressed within commercial proposals.
• • Foster a collaborative mindset, working seamlessly with a larger account team, including Account Executives and Solutions Consultants, to deliver a unified customer experience.
• • Address customer issues promptly and effectively, working cross-functionally to implement solutions and maintain client satisfaction.
• • Embrace a fast-paced and energetic work environment, contributing to team spirit, unity, and commitment.
• • Possess a strong understanding of complex B2B sales methodologies and apply them effectively in your daily activities.
• • Remain flexible, adaptable, and comfortable navigating changing priorities in a dynamic market landscape.
• • Leverage your solid Account Management experience in selling SaaS solutions, demonstrating a proven ability to manage, retain, and grow enterprise accounts.
• • Utilize your experience working with a broad set of customers distributed across multiple countries and states, understanding diverse market needs.
• • Apply your strong relationship-building skills, backed by a track record of successful customer retention and net new business generation.
• • Showcase a demonstrated track record of success and quota overachievement, ideally being a top performer in your previous roles.
• • Contribute to a collaborative environment, readily sharing knowledge and celebrating team successes.
• • Exhibit a strong work ethic and an entrepreneurial mindset, comfortable creating value in a less structured environment while remaining agile and resilient.
• • Maintain a keen interest and curiosity in digital assets and the broader crypto economy, staying abreast of market developments.
• • Understand the nuances of complex payment schemes and architectures, potentially visualizing them through data flow diagrams.