Senior Customer Experience ManagerPosted today

The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted advisor and a commercial owner of the account, you will build strategic relationships with…

What you'll do

• Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.

• Be a Trusted Advisor to your customers.

• Work with your account teams to plan and execute long term Success Plans with: our largest customers to facilitate retention and growth via product and new business unit expansion.

• Maintain a deep understanding of our solutions and present to customers about: the most relevant features/functionality for their specific business needs.

• Own or be an active participant in several customer touch points including:: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.

• Demonstrate how your customer engagement directly revenue growth and adoption: of Cloudflare solutions and services.

What they're looking for

• Act as the commercial owner and driver of renewal including maintaining and: reporting an accurate weekly forecast.
• You are ultimately responsible for the retention and growth of your book of: business, taking responsibility for owning and maximizing renewal value of a book of business of existing customers.
• Negotiate and execute renewal contracts in accordance with customer objectives.
• Analyze data and leverage tools to identify selling opportunities and business value.