Do work that matters.  

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.    

Our core values drive us in our important mission of keeping people safe & informed:

We’re humans not robots
Customers always come first
We work better together
Simplicity is our strength
Our reputation is priceless
Hard work pays off

Our Enterprise Customer Success Manager, takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on Enterprise accounts to provide the highest level of strategic partnership. Working closely with our Implementation Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. Enterprise CSMs approach each relationship with a “partnership” mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals.     

Who you are:   

You are an accomplished Customer Success Manager with proven success working with Enterprise customers. You think strategically to drive adoption, retain, and expand your accounts. You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a "we're all in this together" mentality.    

What you get to every day:  

Build strong relationships with our customers in the enterprise category  
Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention  
Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities   
Manage a series of personal touchpoints and to drive ongoing customer experiences  
Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features  
Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations  
Own cross-functional coordination for your accounts, serving as the internal point of accountability when multiple teams are involved to ensure seamless execution for the customer
Maintain executive alignment and visibility on your accounts through proactive updates and timely escalation when warranted
Respond to all customer inquiries in a thoughtful and timely manner  
Keep track of new product developments and strategically inform/train customers on them   
Communicate desired software requirements to product management team in a cross-functional feedback loop  
Diligently manage Gainsight and Salesforce data to effectively manage your book of business  
Contribute to AlertMedia’s culture, values, and vision for the future

What you bring to the role:    

3+ years’ experience as a Customer Success Manager   
1-2+ years’ experience supporting Enterprise customers in a CSM role  
Emergency communications or risk

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