Job Description

SysAid, a pioneering SaaS company in Enterprise Service Management, is celebrated for innovation and industry leadership. Featured in Gartner's ITSM Magic Quadrant and honored with AWS's Rising ISV Star Award, we serve 4,000+ clients spanning 140 countries, impacting over 9 million daily users. Our commitment? Revolutionizing Enterprise Service Management with Generative AI.


We seek an Enterprise Customer Success Manager to support some of our largest Global customers. Your primary responsibility will be to drive net retention revenue, including expansion and building customer relationships. The ultimate goal is to become a true partner and advocate for your customers within SysAid.


At SysAid, we provide affordable, innovative, and intuitive ITSM solutions aligned with industry best practices to help our customers through automated business processes. Our customers' success is our success, and we continue to grow as our customers grow, inspired by their evolving needs in a constantly changing business and IT landscapes.

Who you are:

Someone who has true customer empathy and loves to solve problems A personable and enthusiastic professional Strong sense of ownership and accountability Ability to identify and drive urgency Proactive, with excellent foresight and planning skills Ability to work under pressure and as part of a dynamic environment Strong prioritization, time management, and organizational skills

What you will do:

Be a trusted advisor and partnership manager for SysAid's largest enterprise customers - their focal point Manage the renewal cycle and contract processing to ensure no service disruptions. Regularly meet with customers to drive and maximize the utilization of the product. Identify growth opportunities within the account by building a wide network within the customer's domain Conduct account health checks and analysis to assess risk potential Prepare and present Quarterly and Executive Business Reviews Create value for customers by building strategic partnerships and identifying success criteria Collaborate with multiple departments to drive success for your customer - Serve as the escalation point for your customers on bug requests and new feature requests - work with operational departments to prioritize, and set the customers' expectations


Requirements:


5+ years of experience in Customer Success or Account Executive roles, handling enterprise-sized accounts in the Saas AI industry Bachelor Degree Experience managing a million-dollar book of business with a record of successful forecasting and quota attainment Exceptional communication and discovery skills, and strong business acumen A go-getter mentality - thrive in a multitasking environment

Key Success Measures:

Retention rate Expansion target Increase and maintain a healthy Net Promoter Score (CS NPS) * Drive multi-year renewal contracts