Customer Success Manager

About Us

Magnitude’s transformative approach to unified application data management delivers vast operational efficiencies to business application data access, management, analytics and reporting for the modern enterprise. Magnitude’s portfolio of products includes simplified application data access to any data source; data management solutions for the SAP and commerce verticals; simplified master data harmonization and governance; and packaged application analytics and reporting solutions for SAP and Oracle. The company helps thousands of business users simplify the management of their data and deliver on the substantial productivity gains these applications originally promised. For more information, please visit www.magnitude.com

Job Overview

As part of our growing investment in our customers, we are looking for a Customer Success Manager to drive loyalty and adoption of Magnitude products and solutions for a portfolio of our largest enterprise accounts. In addition, you will coordinate with team members across the organization to identify and address areas of risk and identify expansion opportunities. The success of this role is defined by the customer deriving value from Magnitude and renewing their subscription or maintenance. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact.

As a central point of contact for the customer, the Customer Success Manager will also be responsible for providing the business with insights on product feedback, training needs, and services opportunities.
The ideal candidate is a natural leader and relationship builder with a genuine passion for the success of their customers. The candidate should be a proactive problem solver with advanced communication abilities.

Responsibilities and Duties

Customer Success Managers at Magnitude ensure maximum value is delivered to their customer portfolio by investing in active listening and advocacy and working collaboratively within the business to drive retention and growth. The primary activities that drive success in the role include:

• Understanding the customer from a business and strategic perspective: know their business, understand the problems they are trying to solve, know how effectively they use our software, and develop an understanding of Magnitude’s value proposition within that context
• Acting as a primary point of customer contact and strategic partner, driving day-to-day customer engagement, adoption and fielding customer escalations
• Identifying and referring opportunities for expansion to our Sales team
• Advocating customer needs/issues cross-departmentally, and coordinating customer-specific activities with Sales, Support, Product Management, and Engineering
• Identifying needs for technical training, product education and support and engaging the relevant internal teams to support them as needed
• Building relationships at multiple levels of the customer organization
• Preparing and running regular customer meetings, including tactical check-ins and strategic business reviews
• Building a mutual success plan to help the customer achieve their outcomes
• Analyzing all customer health metrics and data to identify any potential at-risk customers
• Providing monthly reporting to senior management on assigned customer activity
• Partnering with our Product team to share and incorporate customer feedback, use cases, and unique requirements into our product roadmap
• Building a strong working knowledge of Magnitude solutions and deep familiarity with their customers’ ecosystems, business challenges, and key performance indicators
• Educating our customers on our solutions and feature sets

Qualifications

• 2+ years of previous experience as a Customer Success Manager for a technical software company is required
• Knowledge of CRM systems, preferably Salesforce.com
• At least 2 years’ experience with customers who you’ve used BI and Analytics, preferably Power BI and OBIEE
• At least 2 years’ experience with customers who’ve used Oracle ERP’s preferably Oracle E-Business
• Proven experience as an overachiever with an Enterprise customer portfolio
• Ability to work in a fast-paced environment
• Experience working across and prioritizing multiple projects and tasks simultaneously
• Experience providing outstanding customer service
• Self-starter with strong organizational skills and the ability to execute
• Travel up to twice per month (primarily domestic; will depend on customer’s needs)