Denmark Job Openings

Keepit

Enterprise Customer Success Manager (EMEA)

October 18, 2024

Join a Dynamic Team Protecting Saa S Workloads Worldwide!
Are you ready to be part of a fast-growing, innovative team at the forefront of Saa S data protection? Keep It is growing, and our new Enterprise Customer Success Manager will have a tremendous impact on achieving our mission!

The Enterprise Customer Success Manager (CSM) is the main point of contact for Keepit’s most strategic and complex enterprise customers. The CSM ensures that our enterprise solutions are fully aligned with the business goals, technical requirements, and success criteria of the customer. Working in close collaboration with sales, solution engineering, product management, and support, the CSM is responsible for maintaining strong relationships, driving adoption, and ensuring long-term value realization for enterprise clients.
The CSM will act as a trusted advisor to enterprise clients, helping them navigate Keepit’s solutions, managing complex onboarding processes, and facilitating engagement with Keepit’s technical experts, leadership, and product teams.
Key Responsibilities:

Strategic account ownership
Serve as the primary point of contact for Keepit’s enterprise customers. Manage the overall relationship and coordinate across teams to ensure successful delivery and adoption of Keepit’s solutions.

Onboarding and implementation management / Delivery
Oversee the onboarding and implementation of Keepit’s solutions for large enterprise customers. Collaborate with solution engineering and technical teams to ensure custom configurations, integrations, and compliance needs are met. Apply lessons learned from similar customers to ensure smoother and faster onboarding.

Customer advocacy and strategic alignment
Act as the voice of the customer within Keepit, advocating for customer needs. Ensure solutions and services align with the enterprise’s business objectives and provide feedback to the product team for future developments. Promote the adoption of Keepit’s broader platform for Saa S backup solutions, encouraging multi-workload adoption beyond M365 and Entra ID.

Long-term success planning
Develop and execute a strategic customer success plan that includes specific goals, key milestones, and success metrics for each enterprise account. Work with the customer to align Keepit’s solutions with their long-term business strategy and drive the adoption of additional workloads.

Customer engagement and health monitoring
Engage regularly with key customer stakeholders, including C-level executives and IT leadership. Conduct quarterly business reviews (QBRs) and monitor usage, health metrics, and engagement data. Leverage customer intelligence systems (e.g., centralized customer data) to proactively manage accounts and identify areas for improvement.

Upsell and cross-sell opportunity management
Work closely with sales and account executives to identify opportunities for upselling and cross-selling additional products and services. Proactively propose solutions that align with the customer’s evolving needs, with a strong focus on multi-workload adoption.

Renewals and risk management
Lead the renewal process for enterprise accounts, identifying risks and taking corrective actions to ensure long-term retention and contract renewal. Use insights from customer intelligence tools to anticipate churn risks and engage proactively.

Complex problem resolution
Serve as the escalation point for any complex technical or business issues. Coordinate with technical support and solution engineering teams to ensure timely and satisfactory resolutions.

Customer communication and product updates
Provide customers with regular updates on product enhancements and new features. Organize customer-facing events and technical advisory boards (TABs) to engage enterprise clients at a strategic level.

Training and technical enablement
Conduct training sessions with relevant customer staff to ensure they understand how to use Keepit’s solutions effectively. This includes both initial training during onboarding and ongoing training as new features and updates are introduced.

Technical account management
Act as a technical advisor, reflecting the customer’s technical environment and needs. Ensure that complex technical requirements are understood and addressed. Collaborate closely with solution engineering to resolve technical challenges and provide technical guidance that aligns with the customer’s infrastructure.

On-site customer visits and travel
Be available for on-site visits to key enterprise customers to build relationships and provide in-person support when needed. This role requires regular travel to customer sites within the assigned region, ensuring close collaboration with regional sales leaders to provide localized support.

Conference and roadshow attendance
Attend and represent Keepit at industry conferences, roadshows, and customer events within the region. Network with customers and industry professionals to strengthen relationships and stay informed about trends that may impact enterprise accounts.

Skills & Experience:

Several years of experience in customer success, technical account management, or a similar client-facing role, B2B Saa S environment.
Strong communication and interpersonal skills, with a keen ability to build trust and rapport.
Technical savvy in managing and understanding the unique needs of enterprise customers.
Problem-solving and critical thinking skills.
Proactive, self-motivated, and adaptable in fast-paced environments.
Excellent organizational and time management skills.
Technical Proficiency: Comfortable with CRM systems (e.g., Salesforce, Hub Spot), customer success, and communication tools.
Demonstrated success in driving customer engagement and satisfaction.

We Offer:

Competitive salary.
Pension scheme and Healthcare coverage.
A modern, energetic global work environment.
Flexible work-life balance supported by a hybrid working model.
Regular team-building activities.
Opportunities for professional development and career advancement.
Compensation based on experience and skill set.

About Keepit:
Founded in 2007, Keepit is a global leader in Saa S data backup. Headquartered in Copenhagen, Denmark, we operate across Europe, the US, Australia, and New Zealand. Our vendor-neutral backup solutions ensure that customer data is securely stored in our own resilient data centres.
Recognised as a Leader in Forrester’s New Wave for Saa S Data Protection, Keepit stands out for its broad coverage, usability, security, privacy, and innovative roadmap.
We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us. When applying for the vacancy, Keepit will process your personal data, and therefore we recommend that you also read our privacy polic y, which describes our processing of personal data and your rights as a data subject.

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