Role description
As an Enterprise Customer Success Manager at Fonoa, your primary responsibility will be to ensure that customers fully leverage Fonoa's solutions to enhance their indirect tax strategies. This involves managing a diverse portfolio of accounts and collaborating closely with both customers and internal stakeholders to secure successful renewals and drive expansion. Additionally, you'll play a crucial role in supporting joint sales initiatives with Fonoa and our partners, focusing on service scope validation, program design, and the delivery of scalable, high-quality solutions. An essential aspect of your role will be to offer expert advice on Fonoa's platform capabilities, influencing its design and implementation to meet and exceed customer expectations.
This is a newly established function within Fonoa. As the inaugural Customer Success Manager, you will have the unique opportunity to shape and build the customer success strategy from the ground up. There is currently no dedicated CS team in place, and your contributions will be pivotal in defining our approach to customer success.
What you will do:
- Adoption and Usage Best Practices: Recommend strategies for adoption and usage throughout the implementation and service phases to optimize customer engagement with Fonoa's tax solutions.
- Value-Driven Advocacy: Generate case studies and cultivate referenceable customers to foster Fonoa advocates, thereby expediting sales processes.
- Account Growth Enhancement: Identify opportunities for upselling and cross-selling to foster account growth.
- Escalation Management: Manage customer escalations and coordinate cross-team efforts to resolve issues efficiently.
- Customer Portfolio Management: Proactively oversee the customer portfolio from onboarding to renewal, aiming for high NPS and customer satisfaction.
- Account Health Monitoring: Ensure the success and achievement of desired outcomes at every stage by monitoring account health.
- Relationship Building: Establish strong connections with key customer stakeholders and executive sponsors to encourage program advocacy and adoption.
- Successful Implementation Facilitation: Align with customer needs and priorities to ensure the successful deployment of Fonoa's tax solutions.
- Thematic Gap Analysis: Identify and address gaps at both the account and portfolio levels to streamline processes and enhance customer experience.
- Pre-Sales Collaboration: Work alongside Account Executives in pre-sales activities to ensure the scope of sales, renewals, or expansions is accurately defined.
- Sales Team Feedback: Provide Fonoa's sales teams with insights and feedback gleaned from sales engagements to refine sales strategies.
- Product Team Liaison: Serve as a bridge for customer product and development requests, delivering valuable insights to the Fonoa Product Team for ongoing product enhancement.
You will be a great fit if you have:
- 6+ years in customer success, project management, account management, or similar roles.
- 3+ years of experience in B2B SaaS environments.
- A proven ability to build strong, collaborative relationships across various organisational levels, including with customer champions and C-suite executives.
- Clear communication skills, capable of engaging both technical and non-technical stakeholders.
- Proficiency in developing Professional Services solutions that deliver tangible value, with a solid grasp of the commercial aspects of proposals and delivery.
- A creative and entrepreneurial mindset, with the ability to think innovatively.
- A keen interest in a fast-paced, scale-up environment and are motivated by the opportunity to contribute to growth.
- An adaptable and poised mindset when facing new situations or ambiguity, viewing challenges as opportunities.
- Exceptional problem-solving skills, with the ability to distil complex issues into simple, understandable solutions.