Customer Success Manager

  • Full-time

Company Description

MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

Job Description

The MicroStrategy Customer Success Manager (CSM) role was born out of the need to accommodate each customer's unique set of requirements as they adopt MicroStrategy technology and solutions. This individual will be responsible for service contract renewals and will manage a portfolio of customers who have implemented our solutions with the goal of maintaining and increasing product usage and overall adoption. This position is an integral part of MicroStrategy's long-term relationship with its customers, and the efforts made by this individual will have a direct impact on the value gained and the ultimate success of the business relationship. In addition to interacting directly with our customers, this individual will work with MicroStrategy's internal business units to ensure that customer needs are met in a timely manner. To succeed in this role, this individual must have an intense focus on customer success with strong influencing, negotiating and organizing skills. The primary measure of success is based upon defined renewal rates for the accounts within the portfolio.

Your Focus

  • Sustain high levels of client retention during contract renewals;
  • Negotiate commercials, prices, redlines, etc. with senior executives across varying organizations and industry verticals;
  • Maintain accurate/current information across systems;
  • Grow opportunities and increase value throughout our renewal lifecycle;
  • Execute programs to ensure that MicroStrategy is fully aware of the customer's adoption level, value realization, and overall satisfaction with the technology solution(s);
  • Collaborate with Sales Account Management and executives to achieve customer satisfaction, resolve customer issues in a timely fashion, identify areas of solution expansion and adoption opportunities.

 

 

Qualifications

  • 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;
  • Experienced negotiator and results oriented;
  • Strong presentation, written and verbal communication skills;
  • Enterprise B2B renewal management experience including deal structure and quoting;
  • Experienced with CRMs (ideally Salesforce);
  • Bachelor’s degree or equivalent work experience;
  • Contract renewals or customer success background;
  • Bilingual (Spanish and English)
  • Able to support MicroStrategy customers during their working hours between 9:00am and 6:00pm EST.

Additional Information

Resumes should be submitted in English

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