Senior Customer Success Manager

The Role: The Senior Customer Success Manager (Senior CSM) is a trusted advisor to the customer, focused on the identification and achievement of desired outcomes for the customer. The Senior CSM uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold, and technical expertise to drive renewal of company products. This position is an integral part of MicroStrategy’s long term relationship with its customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of the business relationship.

Your Focus:

• Develop strong customer relationships that enable MicroStrategy to become a trusted advisor to our customers
• Identify, track and measure desired customer outcomes; integral knowledge of customer budget cycle and pressures
• The Customer Success Manager is responsible for obtaining Purchase Orders prior to expiration of the current coverage period, for all recurring revenue across all term and perpetual users
• The Senior CSM focuses on renewing contracts by applying MicroStrategy best practices for recurring revenue management
• Collaborate with cross-functional teams to develop specific short and long-term account plans that both meet the needs of partners and optimize revenue and retention opportunities
• Renew customer contracts to protect existing revenue streams and qualify opportunities for revenue growth
• Identify potential issues and risks early-on and develop backup strategies and contingency plans for resolution
• Identify and work with internal sales and technical teams to resolve customer issues that may put the renewal at-risk
• Capitalize on account growth with product upgrades and enhancements
• Educate customers on new product features and functionality

Required Experience and Skills:

• Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus.

You should also bring the following:

• Bachelor’s degree in a business, technical, or related field
• Minimum of 5 years of account management, customer success, consulting or technical account management experience
• Previous direct experience and demonstrated comfort in interacting with C-level executives
• Previous direct experience with contract renewals
• Overall knowledge of BI system architecture, operation and technical requirements, including basic knowledge of the value of Big Data, networks, databases, ETL processes, mobile deployment strategies
• Knowledge of cloud-based solutions
• High level knowledge of enterprise IT organizational, business, and technical environments
• Understanding of packaged application software implementation practices
• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams
• Demonstrated client relationship and interpersonal skills
• Self-starter with an ability to identify areas for improvement
• Excellent communication skills, both orally and written are a must
• Must possess an enthusiastic personality and foster a positive work environment
• Client-focused attitude — a customer advocate

Additional Information

MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

MicroStrategy is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability, you may contact us about your interest in employment at 703.848.8600.