Strategic Customer Success Manager, Hiya

• The ideal candidate thrives at driving complex account strategy, has very polished communication skills, has technical skills and is eager to thrive in a results-driven environment
• 4+ years SaaS Strategic Customer Success experience
• Experience working with and Fortune 100 companies
• Experience with negotiating contracts and working with stakeholders
• A proven track record of exceeding goals in a measured, metric driven environment
• Excellent written and oral communication skills
• The person in this role must embody Hiya’s key values of: Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success and Leading by showing up with a POV, engaging in discussion, listening respectfully to others opinions and committing to decisions

Desirable

• We are seeking an experienced Strategic Customer Success Manager (Carriers) to join our growing team!
• In this role, you will be the face of Hiya as the key relationship owner with a short list of highly strategic Carrier customers
• Act as both internal and external owner/ driver of account strategy for a short list of critical Carrier customers based in Europe
• Account Strategy includes a deep understanding of the following for each Carrier
• Keep multiple internal Hiya functional orgs and stakeholders within them informed, engaged and accountable for their role in support of protecting and growing Carrier revenue
• Responsible for carrying the Hiya flag throughout the Carrier so stakeholders have a simple understanding of what value Hiya provides to Carrier today and what the Carrier could use Hiya for in the future
• Owns or directs any and all communications with the Carrier to promote account health and overall growth
• Responsible for regular monitoring of integration health, analytics health and trends, and user engagement
• Responsible for understanding context behind change requests from Carriers and triaging internally
• Point of contact for support and training around Carrier console and any concerns or gaps that are identified
• Responsible for coordinating and holding a regular cadence of business review type meetings with Carrier which include relevant Hiya stakeholders driving toward strategic goals
• Responsible for diffusing any problems that arise