Note: The job is a remote job and is open to candidates in USA. Lifted, an Upwork Company, is a leading contingent workforce management solution aiming to unify the sourcing and management of talent. They are seeking a dynamic Enterprise Customer Success Manager to partner with customers and help them achieve their Talent and Workforce goals using the Lifted platform.
Responsibilities
- Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings
- Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows
- Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers)
- Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders
- Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion
- Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer
- Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research
- Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc
Skills
- 3-5+ years of experience in Customer Success, Account Management, or Sales with direct responsibility for retention targets; experience with large Enterprise customers
- Proven track record of meeting or exceeding retention goals and business KPIs, commercial orientation and business acumen
- Demonstrated history of building enduring customer relationships with key stakeholders
- Strong consultative skills, including effective discovery, and creative problem solving
- Excellent communication skills, experience leading client meetings, QBRs, product trainings
- Comfort with data-driven storytelling and leveraging data to provide effective recommendations
- Strong project management and time management skills - can stay organized and manage multiple projects simultaneously
- Effective collaboration with cross-functional teams in a matrix environment
- Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen
- Some travel to visit key customer stakeholders in person
- Experience with consumption-based business models, and HR tech, Talent Acquisition, Staffing, VMS/MSP industries a plus
Benefits
- Comprehensive medical coverage for you and your family
- Unlimited PTO
- A 401(k) plan with matching
- 12 weeks of paid parental leave
- Sales incentive compensation
Company Overview