Snow Software is hiring a Remote Customer Value Manager

Job Description

Manage and develop a designated set of key customers to ensure these customers achieve their desired outcomes and have the best in class experience in partnering with Snow. Maximize customer retention and advocacy and drive product adoption and expansion.

Building and maintaining trusted advisor status with customers.

• The CVM is responsible for developing a deep understanding of each customer's business needs, goals, and challenges, and building trust and rapport with key stakeholders within the customer organization. 

Ensuring customers are evangelist for Snow Software

• The CVM is responsible for ensuring that customers are satisfied with the company's products or services and that their expectations are met and exceeded. This involves monitoring customer feedback and resolving any issues or concerns that arise.
• Motivate our Customers to join our Customer Advocacy and Beta programs and proactively arrange bi-directional feedback between Customer and Snow product teams.

Driving customer realization of outcomes

• The CVM is responsible for helping customers to use the company's products or services effectively and achieve their desired outcomes. This involves providing training and support, sharing best practices, and helping customers to develop and implement effective strategies.

Identifying opportunities for growth.

• The CVM is responsible for identifying opportunities to upsell or cross-sell additional products or services to customers based on their needs and goals.

Collaborating with internal teams.

• The CVM is responsible for identifying opportunities to upsell or cross-sell additional products or services to customers based on their needs and goals.

Predictability and risk management

• Responsible to diagnose program risks and take action to solve or mitigate such risks, including watchlist process and customer adoption of Snow best practices where applicable.
• This requires leadership for implementing cross functionally agreed risk mitigation plans, that outline tasks, timeline and responsibilities to bring the customer back in BAU state to ensure in-time renewal.

Developing and implementing customer outcome plans

• The CVM is responsible for developing and implementing customer outcome plans that align the customer's goals, strategies, and metrics to move from value identified to value delivered.
• Planning and running effective QBRS with the relevant stakeholders from the customer, partner and Snow.
• Establish where possible Executive interlock between Snow and the customer on theatre level.

Qualifications

• Excellent customer relationship skills and able to have conversations with both individual contributors but also able to discus and influence with C-Suite executives.
• Excellent interpersonal, communications and people/stakeholder management skills
• Excellent time management, decision making, prioritization and organization skills
• Team player and promote a spirit of cooperation and teamwork

• Proven track record as Customer Success Manager, Technical / Account Manager or Senior Consultant / Presales Engineer

• Bachelor degree or equivalent required

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