* _Title: Enterprise Customer Success Manager *_
Pay: $70,000 to $90,000
Location: Remote / Hybrid / Office (Birmingham, AL or Chicago, IL)
Hdata is seeking to hire an Enterprise Customer Success Manager. In this role,
you will be responsible for the retention, growth, and health of HData’s
clients. As a trusted advisor to our customers, you’ll provide proactive,
focused attention to strengthen product adoption, improve customer
satisfaction and reference-ability, and ensure customers succeed, as defined
by their specific business case.
The Enterprise Customer Success Manager at HData is mission-critical in
enabling clients to derive maximum value and achieve desired outcomes through
relationship-building, account management, industry expertise, and data-driven
insights to drive business growth and foster long-term client satisfaction.
HData is a Techstars backed startup company delivering automated compliance
and instant business intelligence to the U.S. regulated energy industry by
leveraging our newly-announced Hdata compliance and business intelligence
platform.
Our HData Platform is the only platform that allows energy companies to
quickly and easily prepare their government reports while also instantly
comparing themselves to their peers using modern data analytics. Our demand is
driven by a government mandate from the Federal Energy Regulatory Commission
(FERC) which requires all energy companies to begin reporting electronically
by December 2021. HData has developed the only generative AI technology for
analyzing regulatory information.
HData is headquartered in Birmingham, AL, and has a satellite office in
Chicago, IL, but we are open to working with the right people fully-remote -
no matter where they’re located in the US. Expect less than a handful of
traveling throughout the year for team meetings.
**YOU’LL THRIVE HERE IF YOU:**
Enjoy the startup environment, including frequent changes to product, process,
and priority. ou will love the challenge and opportunity to show off your
ability to deliver quality work product.
Have customer-facing experience (customer service, program management,
consulting, or sales) that includes issue resolution and escalation management
at both the business owner and executive levels.
**RESPONSIBILITIES YOU’LL HAVE:**
Customer Relationship Management Across the Customer Lifecycle:
High Level:
* Build and nurture relationships with your book of designated enterprise clients within the regulated utility sector.
* Serve as the main point of contact and advocate for clients, finding ways to be a trusted advisor and ensuring their needs are understood and addressed effectively.
* Collaborate with clients to develop a deep understanding of their business objectives, design a comprehensive plan to meet them, and align the necessary products and solutions to support them.
* Define, document, track, and measure the impact of HData on the client organization.
Onboarding
* Lead the onboarding process for new clients, guiding them through implementing HData with a laser focus on achieving early value and working towards desired outcomes.
* Collaborate with cross-functional teams, including Revenue, Product, Marketing, Management and Customer Support, to ensure a seamless onboarding experience.
* Provide training sessions and workshops to clients to enhance their understanding of our products and services.
* Offer guidance on how to leverage our solutions to achieve business goals effectively.
Adoption and Value Recognition
* Align with the client on desired outcomes, document, and track progress.
* Provide regular status updates to clients throughout onboarding and beyond.
* Proactively analyze clients' product usage and adoption trends to identify increased value and engagement opportunities.
* Provide recommendations and strategies to clients on optimizing their utilization of our solutions to achieve desired outcomes.
* Develop and provide the client with a vision and maturity path for early and ongoing value realization
Customer Health and Satisfaction:
* Regularly assess the overall health and satisfaction of assigned clients.
* Develop and execute strategies to improve customer satisfaction, mitigate churn, and identify upsell opportunities.
* Utilize data-driven insights to track client performance, identify trends, and create reports for internal and external stakeholders.
* Establish reference customers, power users, and brand advocate customers by maintaining high levels of customer satisfaction.
* Proactively identify risks or potential impacts on customer satisfaction and adoption. Escalate critical issues and ensure the customer is informed of the outcome/resolution.
* Renewals and Expansion
* Continually discover opportunities for clients to obtain value from HData, whether in the form of additional outcomes to achieve after initial success or upselling collaborative design projects.
* Collaborate with the Revenue team to develop and execute revenue expansion campaigns, identify new use cases, and run renewal playbook to retain and expand relationships with existing clients.
* Develop and deliver client success plans to demonstrate ongoing value and drive renewals.
Issue Resolution:
* Act as a liaison between clients and internal teams to address and resolve any issues or concerns.
* Escalate critical issues to appropriate stakeholders and ensure timely resolution.
**REQUIREMENTS FOR THIS ROLE:**
* Bachelor's degree or MS degree.
* Excellent interpersonal and group presentation skills to multi-level audiences.
* Proficiency in CRM software and other relevant tools.
* Ability to travel [10-20%] of the time.
* Familiar with Customer Success for Fintech, Regtech, and Datatech SaaS Platforms.
* Proven ability to collaborate and build strong technical and Senior Executive relationships.
* Strong understanding of regulatory affairs, analysis, and compliance within the utility sector.
* Analytical mindset with the ability to interpret data and trends.
* Problem-solving and conflict-resolution skills.
* Strong organizational and time management skills with the ability to manage multiple clients and projects simultaneously.
* Considerable interpersonal skills, including establishing yourself as a Trusted Advisor in your working relationships with our clients.
* Experience successfully collaborating and managing by influence (of non-reporting groups/individuals).
**BENEFITS:**
* Performance Bonus
* Medical Benefits
* Dental Benefits
* Vision Benefits
* 401k Retirement Plan
* Equity Benefit Package
* Remote, Hybrid, & In-Office Friendly
* Flexible PTO
* Relocation Assistance
* College Tuition Benefits Program
* Life Insurance
HData is committed to promoting equality, inclusion, and diversity. We’re an
equal-opportunity employer of the brightest minds we can find — regardless of
race, gender, age, religion, sexual orientation, or identity.
If you’re interested in joining us, send a note to
[[email protected]](mailto:[email protected])!
HData focuses on SaaS, Enterprise Software, Data Visualization, Software, and
Legal. Their company has offices in Washington DC, Birmingham, Joliet, and
Remote. They have a small team that's between 11-50 employees. To date, HData
has raised $3.1M of funding; their latest round was closed on November 2021 at
a valuation of $13.6M.
You can view their website at <https://www.hdata.us> or find them on
[LinkedIn](https://www.linkedin.com/company/hdata/).
