Experienced Senior Principal Customer Success Executive – Strategic Account Management and Customer Relationship Development

Introduction to blithequark

At blithequark, we are pioneers in the realm of business cloud software, dedicated to empowering companies across various industry-specific markets. Our mission is to craft comprehensive industry suites in the cloud, leveraging cutting-edge technology that prioritizes user experience, harnesses the power of data science, and seamlessly integrates with existing systems. With over 60,000 organizations worldwide relying on us to navigate market disruptions and achieve business-wide digital transformation, we are committed to fostering an environment that values diversity, inclusivity, and innovation.

Job Overview

We are seeking an exceptional Senior Principal Customer Success Executive to join our team. As a trusted advisor and primary point of contact, you will be responsible for ensuring our customers achieve their desired outcomes and maximize value from their investments. Your mission will be to drive customer retention, expand our footprint, and secure long-term relationships by partnering with cross-functional teams, including Services, Sales, Support, Product Development, and Partners.

Key Responsibilities

• Manage a substantial book of business, with a total ARR of $10 Million or more, ensuring strategic growth and customer satisfaction.
• Serve as the primary point of contact and trusted advisor for assigned customers, providing consultative guidance and support to drive mutual value.
• Effectively manage customer escalations, ensuring prompt resolution and maintaining high levels of customer satisfaction.
• Drive customer advocacy by building strong relationships, identifying opportunities for growth, and creating tailored solutions to meet their evolving needs.
• Influence long-term value by driving customer product adoption, consumption, upsell, and renewal, aligning with our business rhythms and customer strategic vision.
• Collaborate with internal stakeholders to determine governance models, ensuring seamless communication and alignment with customer expectations.
• Own and execute account strategies, taking accountability for customer success and driving business outcomes that meet or exceed customer expectations.

Essential Qualifications

• Proven experience in Discrete Manufacturing (Industrial, Automotive, Aerospace & Defense, High-Tech/Electronics), with a deep understanding of the industry's unique challenges and opportunities.
• Experienced consultative Account Management mindset, with strong commercial acumen and a customer-centric approach.
• Client-focused experience managing complex problems and situations across multiple functions, with a track record of delivering results-driven solutions.
• Experience building relationships and gaining credibility with external customers and internal C-Suite Executives, with a strong ability to communicate effectively and influence stakeholders.
• Experience working with global, cross-functional teams (i.e., Sales, Consulting Services/Partners, and Support), with a proven ability to collaborate and drive results in a fast-paced environment.
• Experience working with global SaaS and Professional Services engagements, particularly with multi-product/multi-site ERP deployments, with a strong understanding of the technical and operational aspects of these solutions.
• Escalation and change management experience, with a proven ability to navigate complex situations and drive resolution.
• Strategic account planning and oversight of activities to increase customer footprint, with a focus on driving growth, retention, and customer satisfaction.

Preferred Qualifications

• Previous leadership roles, with experience in managing and developing high-performing teams, and a proven track record of driving results and growth.
• Strategic account planning and oversight of activities to increase customer footprint, with a focus on driving growth, retention, and customer satisfaction.

Skills and Competencies

To succeed in this role, you will need to possess a unique blend of skills and competencies, including:

• Strong communication and interpersonal skills, with the ability to build trust and rapport with customers and internal stakeholders.
• Strategic thinking and problem-solving skills, with the ability to analyze complex situations and develop creative solutions.
• Collaboration and influencing skills, with the ability to work effectively with cross-functional teams and drive results in a fast-paced environment.
• Commercial acumen and business savvy, with a deep understanding of the industry and market trends.
• Ability to work in a dynamic and rapidly changing environment, with a focus on driving results and delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to fostering a culture of innovation, diversity, and inclusivity, with a strong focus on employee growth and development. As a Senior Principal Customer Success Executive, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, with a focus on building skills and competencies in areas such as leadership, strategy, and customer success.
• Mentorship and coaching, with access to experienced leaders and industry experts who can provide guidance and support.
• Opportunities for advancement, with a clear path for career progression and growth within the organization.
• Access to cutting-edge technology and tools, with the ability to work with the latest solutions and innovations in the industry.

Work Environment and Company Culture

At blithequark, we pride ourselves on our unique and dynamic work environment, with a strong focus on collaboration, innovation, and customer satisfaction. Our company culture is built around a set of core values, including:

• Integrity, with a commitment to doing what is right and acting with honesty and transparency.
• Stewardship & Compliance, with a focus on responsible management and adherence to regulatory requirements.
• Transformation, with a commitment to driving change and innovation in the industry.
• Principled Entrepreneurship, with a focus on taking calculated risks and driving growth and expansion.
• Knowledge, with a commitment to continuous learning and development.
• Humility, with a focus on staying grounded and humble in the face of success.
• Respect, with a commitment to treating others with dignity and respect.
• Self-Actualization, with a focus on helping employees achieve their full potential and pursue their passions.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• A comprehensive salary and bonus structure, with opportunities for growth and advancement.
• A range of benefits, including health insurance, retirement savings, and paid time off.
• Access to cutting-edge technology and tools, with the ability to work with the latest solutions and innovations in the industry.
• A dynamic and supportive work environment, with a focus on collaboration, innovation, and customer satisfaction.

Conclusion

If you are a motivated and results-driven professional, with a passion for customer success and a desire to drive growth and expansion, we encourage you to apply for this exciting opportunity. As a Senior Principal Customer Success Executive at blithequark, you will have the chance to work with a talented team of professionals, drive business outcomes, and deliver exceptional customer experiences. Don't miss out on this opportunity to take your career to the next level and join a company that is shaping the future of business cloud software.