MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.
As the Manager of Enterprise User Engagement Customer Success, you will staff and lead a newly created team dedicated to enhancing customer engagement and success within our Enterprise accounts. You will play a pivotal role in benchmarking and shaping the strategy and execution of customer success initiatives, ensuring that our Enterprise User Engagement Customer Success Specialists (CSS) are empowered to drive customer satisfaction, business outcomes, and retention. This is a strategic leadership role that requires a visionary approach to building and managing a high-performing team.
MathWorks nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, and rewards excellence.
Responsibilities
Team Leadership and Development:
- Recruit, train, and mentor a team of Customer Success Specialists, fostering a culture of excellence and continuous improvement.
- Set clear performance expectations and provide regular feedback to support professional growth and development.
Strategic Planning and Execution:
- Develop and implement strategies to enhance customer engagement and success, aligning with organizational goals and customer needs.
- Collaborate with cross-functional teams, including Sales and Marketing, to ensure cohesive customer success initiatives.
Customer Engagement and Retention:
- Oversee the design and execution of customer engagement plans, including onboarding, user engagement, and event planning.
- Analyze customer feedback and data to identify trends and areas for improvement, driving initiatives to enhance customer satisfaction and retention.
Operational Excellence:
- Ensure accurate and timely entry of customer data and success activities into the CRM system.
- Establish and monitor KPIs to measure the effectiveness of customer success activities, implementing improvements as needed.
Stakeholder Collaboration:
- Coach and guide Customer Success Specialists in working effectively with Account Managers to identify opportunities for expanding product usage and training within Enterprise accounts.
- Mentor the team in developing tailored communication strategies that effectively engage customers and promote MathWorks products and services.
- Facilitate collaboration between the Customer Success team and other departments, ensuring alignment and a unified approach to customer engagement.
Qualifications
- Strong leadership and team management skills, with the ability to inspire and motivate others.
- Excellent strategic thinking and problem-solving abilities.
- Outstanding communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Proficiency in customer relationship management systems.
- Experience in a B2B, high-tech environment.
- Familiarity with MathWorks products and tools is a plus.
Required Qualifications
- A bachelor's degree and 7 years of professional work experience (or equivalent experience) is required. 2 years management experience is required.
