Job Overview
The Customer Success Manager – Key Accounts supports accounts that are of strategic importance to PitchBook and works with a team to complete all account-related requests and activities. They will develop a deep knowledge of their clients’ industries and sectors, their strategic business needs, and help optimize usage of all relevant PitchBook products. They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.
Team Overview
Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.
Outline of Duties and Responsibilities
- Achieve Net Renewal Rate goals measured quarterly while providing excellent support to Key Account clients
- Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from PitchBook products
- Onboard new clients and conduct training sessions, including in person, designed to meet the individual business needs of each client.
- Proactively go above and beyond to ensure client satisfaction and success throughout the entire client lifecycle.
- Conduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction, and to provide continual product education.
- Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption.
- Build PitchBook champions at all levels of seniority at client firm
- Engage regularly with Account Managers to strategize account retention and growth opportunities.
- Partner with global CSM team as needed to provide additional coverage for large business clients
- Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach.
- Use SalesForce and Tableau to effectively manage client relationship through call logging, usage data monitoring and task management.
- Work continuously to document the details of each client interaction in Salesforce to improve customer information and drive retention.
- Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot.
- Utilize Outreach to assist in regular and timely communication with clients as needed.
- Comprehend and demonstrate, why and how each of our client types engages with our product and our data.
- Support the vision and values of the company through role modeling and encouraging desired behaviors.
- Participate in various company initiatives and projects as requested.
Experience, Skills and Qualifications
- Bachelor’s degree or equivalent experience.
- 2+ years of account management experience preferred.
- Have excellent verbal and written communication skills with a keen eye for detail.
- Enjoys relationship building; comfortable to engage a diverse array of clients to learn their business needs and provide value.
- Exemplary presentation skills.
- Has an appreciation for the PE / VC marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data.
- Curious, able and interested to learn about client needs.
- Organized with terrific prioritization skills.
- Self-motivated, persistent, goal-oriented attitude and can work effectively as part of a team.
- Possessing strong negotiation skills, persistence and resiliency.
Working Conditions
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
