Senior Customer Success Manager

At Reltio, we believe data should fuel business success. Reltio's AI-powered data unification and management capabilities-encompassing entity resolution, multi-domain master data management (MDM), and data products-transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands-across multiple industries around the globe-rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our 'Customer First', we strive to ensure their success. We embrace our differences and are 'Better Together' as One Reltio. We are always looking to 'Simplify and Share' our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We 'Own It'. Every day, we innovate and evolve, so that today is 'Always Better Than Yesterday'. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and top rankings for our technology, our culture, and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you're ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let's talk!

Job Summary:

The Reltio Senior Customer Success Manager (CSM) is responsible for driving customer adoption and retention, mitigating risk, and providing overall guidance and thought leadership for our customers throughout their relationship with Reltio. You will serve as the primary post-sale point of contact for customers after implementation and use in-depth knowledge of the products being sold, the customer industry and/or business processes, and technical expertise to facilitate adoption and utilization of Reltio products. You possess the technical and architecture background and industry experience to become a true trusted advisor to customers and be able to articulate value and demonstrate how Reltio solutions will enable our customers to achieve their desired outcomes. You will inspire and guide customers towards meeting their goals with the Reltio solution as a critical part of their overall data management approach. You must be comfortable consulting and situationally fluent to effectively communicate with executives about the business value proposition of our product and the technology that enables it. As a CSM at Reltio, you will be the champion of our customers, building and maintaining strong relationships to ensure their success on our platform and the retention and growth of our customer base.

Here's What You'll Do:

➢ Account management for large enterprise customers to help them gain value from Reltio as measured by retention, adoption, growth, and customer advocacy.

➢ Holds and grows a trusted advisor relationship with customer sponsors such that all activities are closely aligned with the customer's business case, strategy, and goals allowing the full potential of the Reltio solutions to be realized.

➢ Track, report, and benchmark all milestone-related adoption activities such that the overall success of the customer's initiative can be closely monitored including visibility to the executive sponsors.

➢ Actively promote all current products the customer has licensed while identifying additional opportunities to showcase additional features, products, and services.

➢ Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value

➢ Recommends specific solutions to achieve the customer's desired result that align with best practices of the product and industry.

➢ Design metrics and measures in order to measure ROI on the company's products by the customer.

➢ Timely data capture and documentation within internal applications to ensure data-driven decisions are being made to proactively identify adoption and retention risk.

➢ Work closely with the sales team to identify and pursue upsell and cross-sell opportunities, foster synergy, create alignment, and collaborate on the creation of customer value.

➢ Partner with extended customer-facing account teams to develop strategic and technical plans that help customers achieve their business objectives. Manage the execution of these plans including the tracking of objectives, stakeholders, milestones, risks, and metrics.

➢ Work with Marketing teams to boost customer advocacy and develop case studies.

Day-to-day responsibilities:

➢ Serve as day-to-day contact for assigned customers.

➢ Facilitate and lead customer meetings with an agenda-driven prescriptive approach to capturing and measuring their outcomes and value using our product.

➢ Document and review the success plan, and provide guidance on the customer journey and use a consultative approach to help customers achieve their goals

➢ Identify, document, and track critical customer information such as usage, health scoring, and desired outcomes to make data-driven decisions across the organization to proactively identify and mitigate risk.

➢ Provide product expertise and architectural guidance to drive adoption

➢ Provide required visibility into account health by identifying adoption opportunities and retention risks to align internal teams around customer success.

➢ Manage and prioritize multiple customer accounts simultaneously.

➢ Effectively carry out customer-success strategies and best practices

Required Skills:

➢ Bachelor's degree or equivalent experience; MBA or advanced degree preferred

➢ Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager or Success Architect in Enterprise Software space

➢ Deep knowledge of cloud software solutions, master data management, data governance, data quality and analytics concepts, architecture, and use cases.

➢ Demonstrated experience using industry knowledge and understanding of a customer's decision-making process, goals, strategies, and business objectives.

➢ Ability to build consultative effectiveness and establish trust with internal and external customers

➢ Possess strong presentation, verbal, and written communication skills, and command credibility with senior executives

➢ Previous experience and expertise in data management consulting or solutions

➢ Previous experience and expertise in software architecture and understanding how applications fit together within a customer's ecosystem.

➢ Proven effectiveness at leading and facilitating executive meetings and workshops

➢ Strong inquiry skills to uncover customer problems and the value associated with solving them

At Reltio, we take a market-based approach to pay and consider a range of factors. The successful candidate'.