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Description
About Us:
Viafoura is on a mission to empower media brands to activate their digital audiences. We build engagement solutions that build audience conversion, enhance loyalty and increase revenue and trust to meet audience goals. We're at the forefront of community engagement for owned & operated sites, working with some of the most advanced publishers in the industry, along with some of the best people.
The Role:
We're on the hunt for our next rockstar addition!
The Enterprise Customer Experience Manager is responsible for ensuring Viafoura's strategic alignment across our customers' partnership journey. The primary responsibilities include driving adoption, increasing customer health and value realization, increasing contract ACV and leading innovative strategies that bring community engagement to the forefront of the industry.
This is a highly visible and cross-collaborative role at Viafoura, so we are looking for someone with a strong ability to work with all functions and levels within an organization both internally and externally & inspire a positive change through value realization and "aha" moments.
Reports to: Director, Customer Experience
Location: London UK preferred, remote supported
Key responsibilities:
- Define, own, and implement initiatives to make sure the customer is successfully using the full Viafoura integrated solution.
- Lead and own the customer relationship and engagement. Implement cadence meetings including Executive Business Reviews. Develop and implement account success plans and strategies.
- Responsible for a total ACV revenue of $3-5M.
- Be the trusted partner for the customer on use-cases and product functionality. Diagnose customer business challenges, document solution requirements, and convey a value proposition to the appropriate stakeholders. Deliver and communicate ROI for our clients.
- Identify and close expansion and upsell opportunities that support the customer's needs.
- Forecast business and sales opportunities, updating management on the status of all in-process sales cycles, risks and potential revenue.
Requirements:
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Experience in owning customer relationships and growing contract revenues.
- Passion for customer success and for being a part of a fast-growing SaaS company.
- Strong leadership skills. Experience working with cross-functional teams (e.g. Support, Sales, Product Management, Marketing, Implementation Services).
Preferred:
- BA/BS degree in a relevant major.
- 5+ years of experience in Customer Success or Account Management.
- Modern Media experience and knowledge of media operations processes and teams.
Core Skills:
- Strong ability to inspire, influence and mobilize
- Highly skilled communicator- advanced in presenting to all levels of an organization effectively
- Hyper-curious
- Self-starter
- A passion for being at the top of your game
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