Senior Customer Success Manager

Enhesa is the leading provider of regulatory and sustainability intelligence worldwide. As a trusted partner, we empower the global business community with the insight to act today and prepare for tomorrow to create a more sustainable future - positively impacting our environment, our health, our safety, and our future. Navigating the fast-changing compliance and sustainability landscapes, we help them understand not just what they should do (first) but also how to do it. Both in their unique business and anywhere in the world. Now and in the future.

• Identify EHS requirements for the industry
• Provide EHS compliance tools to companies
• Advise companies in developing and implementing corporate EHS strategies

Enhesa’s core clients include Fortune 500 multinational companies. For more information, visit www.enhesa.com

As part of our highly dynamic team, we offer:

• A competitive salary package & benefits with a flexible home-working policy
• Work/life balance and a fast-paced and driven environment
• Accountability and pride for your projects

The Senior Customer Success Manager maintains and expands relationships with existing Enhesa Enterprise customers. They manage a book of business that requires yearly renewal and growth. They will be responsible for achieving sales figures and assigned account objectives. They represent the entire range of company products and services to assigned customers, while leading the customer account planning and ensuring customers’ needs and expectations are met.

Ensure client satisfaction and loyalty. Build relationships with key Client personnel, decision makers, stakeholders and buyers. Be the central Point of Contact of Enhesa’s customer base. Capture, report and act on customer feedback.

Be curious, prepare and ask questions about the customer’s needs and business processes as well as provide knowledge of our applications to the customer; uncover roadblocks, and deliver strong account guidance.

Be a liaison between the client and Enhesa, mitigate client crisis situations by properly delegating and communicating internally with Enhesa support teams while maintaining clear communication with the client. Represent the Enhesa Team in cross-functional sounding boards/ projects And co-drive decisions to preserve and enhance client satisfaction and enable business growth.

Responsible for project managing the on-boarding of clients to the Enhesa services. Facilitate the communication between the Client and Enhesa's support Services (Client Services, Expert Support Services, etc.). Maximizing product usage and enhancing client satisfaction incl. NPS scores.

Own and negotiate contract renewals and addendums for growth opportunities. Ensure the client uses their contracted services and derive value from them related to their objectives. Organize and lead quarterly business reviews with the client, involving other Enhesa departments, to review and plan activities and value provided to the client. Provide transparency, control and predictability on the opportunities pipeline and forecasted revenue. Identify opportunities for enhancements of GTM Strategy and roll-out of new products. Overall management of a book of business greater than roughly €4+ million.

Assist other CSM’s with personal development, training, onboarding, learning internal tools and navigating the proper channels internally.

Represent the team at certain industry or partner events to strengthen personal interactions and relationships with your own or your colleague’s accounts.

Experience

• 5+ years of demonstrated experience in managing existing accounts in a business-to-business environment in the Software, SAAS, IT, insurance, engineering, financial services or consultancy industry.

• Experience in executing sales and account plan-based strategies for current clients.

• Demonstrated ability to achieve annual growth targets and client satisfaction.

• Project management/ cross functional collaboration