As Enterprise Customer Success Manager (all genders) you are accountable for nurturing and expanding the partnership with our Enterprise customer base, ensuring your customers achieve their desired outcomes while using our products and services. You are perceived as a trusted adviser for your customers who engage with them, acutely assesses their needs, strategically aligns the use of your products and services to achieve those needs, and ensure that the customer attains their expected outcomes by tactically and proactively taking actions all along the way.
You will be managing complex accounts, driving customer satisfaction, and contributing to the overall success of the company. You are a PRTG products master which allows you to answer questions and concerns from your customers.

• Switching XL customer base (both Direct and Channel) from perpetual licenses to subscription licensing starting outreach 60 days prior to their maintenance expiration date
• Establish credibility and trust with customers by answering questions and listening to their concerns regarding products, services, features
• Present the value of PRTG and its roadmap as you are the product expert and trusted advisor for your customers
• Build a strong and long-term relationship with your customers by understanding their use case and desired goals/achievements
• Identify the key stakeholders at your customers and develop a strong relationship with them, mainly with C-levels
• Manage and grow a portfolio of enterprise accounts, ensuring customer satisfaction and retention.
• Develop and execute strategic plans together with Enablement Team to drive product adoption and maximize value for clients.
• Lead QBRs and strategic meetings with key stakeholders to assess needs and opportunities.
• Maintain high responsiveness and adherence to SLAs through proactive ticket monitoring in an effort to efficiently manage customer communications
• Manage your own pipeline of opportunities and log activities in CRM (Salesforce)
• Collaborate with cross-functional teams to address customer concerns and facilitate solutions.
• Monitor customer health metrics (NPS, CSAT, etc.) and implement strategies to improve them.
• Proactively identify expansion opportunities to be handed over to the Expansion Team
• Coordinating communication and correct information handover with the New (Logo) Team to take over customer relationship of new Enterprise customers and kick-off the adoption phase to ensure success
• Collaborate with Channel Account Managers (CAMs), Distribution Account Managers (DAMs), and internal teams to ensure a smooth process for end user to purchase through the Channel