Senior Customer Success Manager

Role Overview

• Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions with Sales and Operations teams
• Drive ongoing account management to ensure customer satisfaction and drive additional expansion opportunities
• Expertly navigate a SaaS business by skillfully managing the expectations of both your team and customers, and making thoughtful choices that align business goals with client needs
• Actively learn our clients needs to deliver the best solutions to their goals
• Partner with Sales to support successful renewals and expansions in line with Pano’s “land and expand” strategy
• Creatively problem solve when difficult situations arise and help client and internal team members resolve delivery challenges
• Regularly present critical findings, strategic planning, and sometimes difficult information to clients.
• Foster effective decision-making and operational excellence across the business by building relationships and helping internal teams understand client priorities and business context
• Maintain strong relationships with clients to ensure streamlined project implementation, review ongoing needs, provide timely solutions, and recommendations to help achieve success and drive adoption
• Deeply understand the product suite, service offerings and functionality to enable effective communication of capabilities to clients
• Actively contribute to the refinement and development of new product features and service offerings by working closely with Product and Engineering

Requirements

• BS or BA degree. MBA, MS or relevant experience preferred.
• At least 7 years of professional experience in technology consulting or account management, with a strong preference for experience within a SaaS or enterprise software-related field
• Proficient in direct customer interaction, fostering robust client connections, and delivering persuasive presentations.
• Demonstrated track record of assisting Fortune 1000 or customers with 7-figure+ in recurring revenue to discover optimal solutions.
• You have a worked or led a team in a cross-functional work environment, and a knack for "getting things done" in a fast-paced environment
• Skillful at managing multiple high-priority projects, adept at multitasking, and maintaining meticulous attention to detail.
• The ideal candidate will be passionate about environmental issues
• Travel expectations approximately 10% to 20%

Tech Stack

• Swift

Benefits

• comprehensive medical, dental, and vision coverage
• a matching 401(k) plan
• flexible paid time off
• stock options