About the position
The Sales Success Manager (SSM) is a vital member of the Customer Success team, dedicated to ensuring the overall success of our customers. This role involves managing a designated set of existing customers, often referred to as a book of business, while also supporting new customers as they are assigned. The SSM plays a critical role in leading the successful onboarding of products and services for both new and existing customers. This position requires collaboration across various teams within Mansfield Energy and with external partners to deliver best-in-class service, maximizing the value that Mansfield can provide to its customers. The essential job duties encompass new business onboarding, relationship management, customer account success, and business technical support. The SSM will take on the role of Project Manager during the onboarding process, overseeing the integration of new business into the Appian system. This includes conducting onboarding workflow meetings, monitoring account setups, and ensuring that all customer requirements are met. The SSM will also coordinate with the Sales team to facilitate seamless interactions with customers during the onboarding phase and participate in external integration meetings for all new business. In terms of relationship management, the SSM is responsible for establishing productive and professional relationships with key internal and external personnel. This involves aligning Mansfield Energy's priorities with those of the customers and partners, leading implementation meetings, and conducting regular reviews of open projects with existing clients. The SSM will also analyze profit and loss by customer to identify opportunities for greater product penetration and profitability, and develop content for Quarterly Business Reviews (QBRs) to educate customers on Mansfield's solutions. The role requires active engagement throughout the customer sales cycle, ensuring that all business needs are documented and communicated effectively. The SSM will also lead change initiatives, provide input on new technology offerings, and serve as the primary point of contact for custom customer integration needs. Overall, the SSM is tasked with enhancing the customer experience and proactively preparing strategies to prevent issues that could impact customer retention.
Responsibilities
- Oversee onboarding of new business in the Appian system, including new customers and new business for existing customers.
- Coordinate with Sales to ensure seamless interaction with customers during onboarding.
- Participate in external integration meetings for all new business.
- Verify that all customer requirements are met and communicate the start-up process with the customer.
- Establish productive relationships with key internal and external personnel.
- Lead new customer implementation meetings with internal departments.
- Conduct bi-monthly meetings with existing clients to review open projects and activities.
- Coordinate in-person customer meetings with the Strategic Account Executive quarterly.
- Review profit and loss by customer to identify areas for greater product penetration and profitability.
- Develop content for and lead customer Quarterly Business Reviews (QBRs).
- Stay current on MOC's solution portfolio and coordinate customer interactions with other departments.
- Lead change initiatives and participate in scoping of new technology offerings.
- Enhance customers' utilization experience of Mansfield Energy's technology offerings.
Requirements
- Bachelor's degree or equivalent experience required.
- Up to 5 years business to business sales experience required, preferably in a customer account retention or business development role.
- Up to 2 years in petroleum sales preferred.
- Proficient in Microsoft Office Suite including Word, PowerPoint, and Excel.
- Self-starter motivated to accept challenges to achieve goals.
- Ability to build relationships and work with people at all levels of the organization.
- Strong communication, presentation, and problem-solving skills.
- Ability to multi-task and work in a team environment.
