OPPORTUNITY SUMMARY:

The Upland Team is looking for an exceptional Customer Success Manager who will actively engage and partner with our enterprise customers to maximize adoption and achieve measurable business outcomes. The Customer Success Manager (CSM) will own the customer journey, working with key stakeholders and executive sponsors to drive long-standing partnerships and revenue retention.
This role will focus on professional services automation solution, the Upland PSA product line.
The CSM is responsible for overall customer wellbeing by monitoring customer health, producing success and maturity plans, identifying expansion opportunities and billable services, and acting as an escalation point for customer issues. The CSM is also responsible for negotiating and managing contract renewals. We are looking for people with the magic combination of domain expertise, commercial acumen, and a love for helping customers succeed.

REQUIREMENTS:

• Bachelor’s Degree in a relevant discipline such as Business, Technology or a related field
• 7+ years relevant work experience in client-facing roles for technology companies
• Experience as a commercially focused Customer Success Manager or Account Manager
• At least 4 years of experience in a SaaS/Cloud product company
• At least 4 years of enterprise solution delivery experience
• Strong relational skills to establish Trusted Advisor relationships with large, complex Enterprise customers
• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
• Creative problem solver and team player
• Extremely proactive, highly organized, with the ability to manage multiple tasks
• Proficient in Microsoft Office (Excel and PowerPoint)

DESIRED SKILLS:

• Proven commercial acumen with a strong track record of successfully closing high-value renewals and maximizing customer lifetime value
• Proficiency in sales methodologies such as Solution Selling, Challenger Sales, or SPIN Selling to drive customer success and retention.
• Knowledge of Professional Services Automation (PSA) softwares
  Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

• Manage a portfolio of approximately 20 strategic accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth.
• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
• Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
• Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers.
• Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
• Senior level relationship ownership and management. Understand clients’ business and identify opportunities for Upland to add value.
• Provide leadership and insight into customer’s objectives, process and technology roadmaps.
• Identify any potential risks associated to customer health and retention and communicate regularly to leadership team. Collaborate with internal cross-functional teams to create and execute risk mitigation plans.
• Facilitate multiple moving parts, resources & communication chains.
• Drive enterprise subscription renewals and expansion bookings. This includes proposal development, estimates and commercial negotiations.
• New opportunity (growth) identification; hand over to account executive if required.