Senior Customer Success Manager, Enterprise

Role Overview

• Develop deep relationships with your clients, including key business executives and power user advocates
• Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
• Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
• Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
• Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
• Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
• Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
• Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
• Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities
• Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers
• Meet with clients in person for high-impact activities, like annual business reviews and client events

Requirements

• 8+ years of experience in a relevant client-facing role, client success preferred
• Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred
• Proven experience of translating business requirements into actionable success and delivery plans, including change management
• Experience building relationships with decision makers and influencers, including C-suite
• History of success tackling difficult client or company challenges with measurable results
• Strong client communication skills, both written and verbal
• Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels
• Has a history of managing large, complex clients, projects, and cross-functional teams
• Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
• Driven to take on new projects and identify new initiatives independently
• Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly
• Bachelor's degree or equivalent years of professional experience
• Open to traveling for client visits, user groups, and company events.

Benefits

• Health, dental, and vision care for you and your family
• Life insurance
• Mental wellness coverage
• Fertility and growing family support
• Flex Time Off in addition to company paid holidays
• Paid family leave, medical leave, and bereavement leave policies
• Retirement saving plans
• Allowance to customize your work and technology setup at home
• Annual professional development stipend