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Role Overview

The Senior Customer Success Manager is responsible for managing the overall client experience with Graphika as well as maximizing utilization of our products and services. This role will work closely with key client relationships on our Enterprise practice, including clients like Meta, Sony, Google, and more. In this position, the Senior Customer Success Manager will be the primary point of contact for the intake of customer intelligence requests, as well as ensuring on-time delivery and satisfaction of client work. Promoting utilization of Graphika’s robust intelligence platform will also be a key focus for this individual, which will require close partnership with Product, Marketing, Sales, and Technology leadership. Success in this role will be demonstrated by meeting or exceeding client retention targets, expanding client relationships through upsells and cross-sells, increasing utilization of the Graphika platform, and process improvements that drive efficiency and client satisfaction.

Areas of Responsibility

• Build strong relationships with clients and partners and serve as their go-to contact over the full life cycle of their contract.
• Coordinate new client onboarding meetings as well as status checkpoints for existing clients across the year, and in conjunction with custom research delivery.
• Work with Graphika’s Intelligence team to ensure that client requests and priorities can be addressed through syndicated and custom intelligence deliverables.
• Develop comprehensive understanding processes and workflows for key clients and partners, and ensure Graphika’s solutions remain in alignment with client needs.
• Identify new opportunities for increasing engagement and utilization across key clients and partners.
• Surface and execute process improvements for tracking client satisfaction, utilization, and revenue goals.
• Learn and train other internal stakeholders and Graphika clients on product functionality and facilitate feedback on key features.
• Coordinate with marketing and sales functions to refine the optimal customer profile and to create materials and events that can support both existing and prospective customers.
• Support the creation of processes and frameworks for customer management that will scale with the department as the company grows.

Qualifications:

• Commercial mindset with a minimum of five years of experience in a sales or account management role with monthly, quarterly, and annual retention or new business goals
• Experience in selling or renewing research, data, or intelligence products and services within an organization, primarily in the enterprise or private sectors.
• Exceptional organizational skills and practices, including experience managing a customer delivery schedule and/or delivering on a robust customer service plan.
• Willingness to learn research methodologies and engage deeply in discussions around customer priorities.
• Ability to identify customer needs and match them to a company’s products and services for improved satisfaction and revenue generation purposes.
• Aptitude for identifying risk areas or relationship red flags and crafting compelling solutions to mitigate or turn around a customer relationship.
• Strong presentation skills, including comfort in managing difficult client questions and negotiating commercial terms.