Enterprise Customer Success Manager

Posted Aug 22

About XOi Technologies:

XOi Technologies is a leading provider of technician-first technology for commercial and residential field service companies. Our platform connects every part of the job, from the field to the office, creating a transparent and efficient experience for all stakeholders—OEMs, contractors, technicians, and customers. XOi leverages data from current and historical projects to provide remote support, visual documentation, training resources, asset and team management functions, and immediate revenue-producing insights. Our mission is to modernize the field service industry, helping to secure the livelihoods of hard-working tradespeople by addressing the challenges they face through innovative technology solutions.

Position Overview:

As an Enterprise Customer Success Manager at XOi Technologies, you will serve as both a Program Manager and Strategic Advisor for our enterprise clients. Your role is pivotal in driving product adoption, managing change, and ensuring the successful long-term outcomes of our customers. You will engage in executive-level conversations, troubleshoot complex issues, and devise creative solutions that align with our customers' strategic business objectives.

Key Responsibilities:

  • Strategic Account Management: Act as a strategic partner to enterprise clients, understanding their business goals and developing tailored strategies to maximize the value they derive from XOi’s platform.
  • Change Management: Lead customers through change management processes, addressing concerns and guiding them toward the successful adoption of XOi’s technology.
  • Executive-Level Engagement: Regularly interface with C-level executives and key stakeholders to discuss strategic opportunities, review progress, and ensure alignment with business objectives.
  • Product Adoption & Expansion: Drive product adoption through targeted initiatives, identify expansion opportunities, and work with cross-functional teams to implement these strategies.
  • Troubleshooting & Problem Resolution: Leverage your problem-solving skills to address complex technical and business challenges. Use creative approaches to resolve issues and ensure customer satisfaction.
  • Customer Advocacy: Act as the voice of the customer within XOi, advocating for their needs and ensuring that internal teams understand and prioritize their challenges.
  • Performance Metrics: Utilize KPIs to monitor customer engagement, adoption, and success. Provide regular reports and insights to both customers and internal teams.
  • Continuous Improvement: Identify opportunities to enhance the customer success process, including refining best practices and developing new approaches to drive customer value.
  • Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to ensure a seamless customer experience and to facilitate the continuous improvement of our offerings.

Qualifications:

  • Experience: 4+ years of experience in Enterprise Customer Success Management, with a proven track record of managing complex, high touch customer relationships. Successfully driving product adoption, and delivering strategic business outcomes.
  • Change Management Expertise: Demonstrated experience in leading customers through change management processes, particularly in a SaaS environment.
  • Executive Communication Skills: Strong ability to engage with and influence executive-level stakeholders.
  • Project Management: Excellent project management skills, with the ability to manage multiple initiatives simultaneously.
  • Problem-Solving & Creativity: A natural problem solver who can think creatively to overcome challenges and drive customer success.
  • Technical Proficiency: Proficient in Salesforce and G-Suite; experience with tools like ChurnZero is a plus.
  • Customer-Centric Mindset: A deep commitment to understanding customer needs and delivering exceptional service.

You Are Someone Who:

  • Strategic Thinker: You think critically about your business and customers, identifying weaknesses, threats, and opportunities, and taking proactive action.
  • Customer Advocate: You regularly put yourself in your customers' shoes and act with their needs and challenges in mind.
  • Results-Oriented: Fiercely focused on driving value through data, proactive touchpoints, and crucial conversations.
  • Collaborative: Believes in building strong relationships across the organization to drive collective success.
  • Adaptable: Thrives in a fast-paced, high-growth environment, and adapts quickly to changing needs.