Premier Customer Success Manager

AppDirect is a company that empowers digital entrepreneurs globally through its subscription commerce platform. They are seeking a Premier Customer Success Manager who will drive value for customers by providing strategic guidance and support in their cloud journey, focusing on co-selling and optimizing marketplace strategies.

Responsibilities:

• Establish and maintain strong customer relationships with Executive-level Alliance, Sales, and Operations leaders. Partner and collaborate with the internal account teams to provide strategic oversight and ownership
• Collaborate closely with our customers (Independent Software Vendors) to understand their unique business goals and challenges in the cloud marketplace; Use that understanding to drive business outcomes that help mitigate risks to their Cloud GTM and revenue success
• Evangelize Tackle’s Cloud GTM philosophy and expertise through coaching and training sessions with clients to enhance understanding of cloud marketplace landscapes, best practices, and optimization of their GTM strategy for specific cloud environments
• Help our customers understand their maturity and preparedness as it relates to Cloud GTM; Conduct in-depth market research to identify opportunities, threats, and competitive landscapes within the cloud marketplace and their Total Addressable Market
• Establish recurring Executive Business Reviews focused on helping our customers meet their Cloud GTM goals and KPIs across Selling and Co-Selling with their cloud partners
• Act as the voice of our customer by strategically sharing feedback across our Product, Engineering, and internal teams that lead to enhancements to drive customer satisfaction and retention
• Refine and share standard operating procedures, product tips and other information critical to enabling internal and external Tackle stakeholders
• Become an expert in how transactions are offered, booked and fulfilled on Cloud Marketplaces and keep up to date with the ephemeral changes of the marketplace

Requirements:

• 4+ years of Customer Success Management experience, Alliance Management or Sales Operations Consulting related experience within a Cloud Marketplace Ecosystem
• Proven track record of increasing satisfaction, adoption, and retention of a technology platform and/or facilitating and supporting the sales process
• Technologically adept and business intelligence acumen-focused, with outstanding communication (written and oral), negotiation, and presentation skills to internal and external stakeholders
• Experience with Salesforce and Tableau
• Creative problem solver with an analytical mindset who can interpret and leverage data around decisions, and challenge the status quo
• Ability to work individually and remotely while collaborating within a team environment synchronously and asynchronously to achieve your goals
• Demonstrated comfortability amid the ambiguous, and oftentimes demanding pace, of a hyper-growth SaaS company
• Skills in managing AWS, Microsoft Azure or Google Cloud Marketplace related partnership programs
• Google Office Suite and Confluence experience is a bonus
• Management of reseller and distributor channel relationships is a plus