Manager, Enterprise Customer Success

| Greater Denver Area | Remote
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Matillion technology turns every business into a data business. Our low-code data integration platform helps modern teams ingest, enrich and synchronise their data across a variety of cloud platforms. Leading companies like Slack, Cisco, and DocuSign trust Matillion to help them transform operational data into useful information at enterprise scale. 


We’re backed by top Silicon Valley investors and recently closed a $150M Series E in September 2021 for a total amount of $250M raised in 2021. Our investors include current and former backers of other leading enterprise data companies like Databricks, Informatica and Mulesoft. 


As Snowflake’s 2021 data integration partner of the year and a winner of Databricks’ 2021 ISV Innovation Award, our product strategy and engineering execution is continuously recognized as best in class by a rapidly growing ecosystem of technology partners. 


With dual headquarters in Manchester, UK and Denver, Colorado, and an expanding hybrid culture, we are looking for passionate, high-integrity individuals to help us scale up our rapidly growing business.


We are now looking to add a Manager, Enterprise Customer Success to #TeamGreen based in North America. This role can be based out of our Denver HQ or sit remotely.


As a Manager, Enterprise Customer Success, your leadership will have a direct impact on driving customer retention and growth in the Enterprise segment, developing the team, and delivering on Matillion's core values of customer obsession and confidence without arrogance.


What you will be doing:

Build and Run the World’s Best Enterprise Customer Success Team

  • Hire, coach, and grow the Enterprise CSM team
  • Lead the team of Enterprise CSM's in delivering an exceptional customer experience. Your team’s success is your success
  • Create and cultivate a culture of trust, confidence without arrogance, integrity, and customer obsession

Own and Manage to Key Processes, Methodologies and Metrics

  • Align the team to touch models (high touch to tech touch) to have the right program at the right time with all customers while maximizing results and productivity
  • Partner with CS and Sales leaders to build and refine processes, systems, and resources to make your team our customers successful 
  • Design and implement process improvements, customer journey outcomes, and programs to build predictable and scalable operations 
  • Achieve data driven management excellence, tracking NDR and leading indicators for you and your team
  • Cultivate best practices across the customer base and develop repeatable mechanisms to drive efficiency within your team

Drive Customer Value

  • Develop strategies to expand engagement and adoption
  • Drive executive alignment and engagement with customers
  • Build initiatives to expand product awareness and identify new opportunities for customer growth
  • Facilitate positive outcomes for retention, renewal and growth motions
  • Develop & support mechanisms to make customer feedback actionable for Product and Marketing
  • Develop organizational champions who evangelise Matillion with their peers and in the cloud data professionals ecosystem

What we are looking for - Essential Skills

  • 3+ years experience in building and managing customer success teams in Enterprise SaaS
  • 10+ years of experience in customer-facing roles, preferably within an area of enterprise data products
  • Passionate about developing people and coaching your team to meet their full potential
  • Clearly demonstrates ability to run a customer facing team combining leadership and management skills with mastery of Customer Success principles to manufacture successful outcomes for both customers and Customer Success professionals on the team
  • Inspiring communicator, adept at building strong inter/intra organisational ties, as well as navigating difficult conversations
  • Track record of engaging with customer leadership and strategic alignment with VP and C-suite stakeholders
  • Well versed in working effectively with GSIs and SIs, and incorporating partnership into operations and methodologies

Desirable Skills

  • Thought leader who is always learning and contributing to the collective knowledge of Customer Success, SaaS Cloud Business, Leadership
  • Infectious positive energy
  • Bachelors degree in computer science or related field, further computer science, business education a plus

Personal Capabilities

  • Ability to travel up to 30%-40% possibly, contingent on post pandemic work travel culture 
  • Strong interpersonal, presentation and communication skills
  • Process oriented and analytical mindset to break down complex problems into actionable plans
  • Knack for collaboration and ability to prioritize effectively for mutual business benefit
  • A flexible and versatile approach, needed to handle the wide range of aspects involved in the role

#LI-Remote

#LI-MH1


Find out more about Matillion and our core company values.


Our Benefits

- A truly flexible & remote working culture

- A culture that promotes work-life balance

- Company Equity

- Access to mental health support

- 15 days PTO that increases to 25 after 12 months of service

- 5 days paid volunteering leave

- Health insurance

- Life insurance

- 401K

- Career development with monthly "hackdays" and access to a Udemy account

& much more!


We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.

Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]


Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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Location

WeWork Wells Fargo Center, Denver, CO 80203

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