Client Success Enterprise Manager

Keen Decision Systems is a SaaS company based in Durham, NC that helps marketing executives make better, faster, more profitable marketing investment decisions, by accurately measuring and modeling financial impact across all marketing channels (digital, traditional media and in-store).  

Keen has been listed on Inc. 5000’s Fastest-Growing Private Companies in America since 2019, climbing 913 places in 2020 to 2,308, with a three-year growth rate of nearly 182%.

Keen is looking for a talented, ambitious, results oriented individual that is committed to the success of our clients. In this role you will help our customers leverage a predictive analytics application to support key business insights and decisions. You will oversee onboarding, training, support, and help strategically drive the relationship and client’s use of the application forward. This is a fantastic opportunity to interface and lead the relationship with our largest clients, many of them identified as Fortune 500 companies.

Responsibilities: 

• Leverage Keen’s SaaS application, MIDA, to support our Enterprise-level organizations looking to answer in-depth, strategic marketing questions across a diverse retail landscape
• Gain fundamental understanding of MIDA technology and be able to train customers on the Happy Path, as well as how to answer and support their nuanced questions
• Collaborate on strategic objectives, working with clients and internal teams to achieve successful outcomes and exceptional client satisfaction
• Work with customers to understand the application to increase product adoption and engagement across client organization
• Anticipate client needs and facilitate next steps, fostered by a deep understanding of Keen’s product capabilities and features, as they relate to clients’ business goals
• Conduct ad hoc analyses, sometimes outside of the application, to answer unique business objectives and deliver value to the customer
• Create presentation content and deliver results to client marketing teams as well as the executive leadership team 
• Participate in continual feedback loops between Sales and Product teams to advocate for the voice of the customer
• Identify risks preventing customers from meeting objectives and work closely with the Account Management team to mitigate and solve 
• Cultivate a domain knowledge of Keen’s decision analysis technology to collaborate on best practices and training programs
• When appropriate, present additional solutions from Keen’s product offering to meet client needs
• Support Account Management team with client facing Quarterly Business Reviews
• Manage and coordinate timing of client software update, including future planning schedules 
   

• Bachelor’s degree
• Minimum of 3-5 years in either account management, project management, marketing consulting, or software sales experience
• Success working in previous cross-functional role
• Must have experience working with clients in an analytical role
• Ability to think strategically with strong attention to details
• Demonstrated ability to manage multiple projects in fast-paced environment
• Proven analytical and problem-solving abilities
• Outstanding communication and presentation skills (in writing and in person)
• Ability to interface with enterprise marketing teams at various levels of technical and non-technical understanding
• Experience with productivity software a plus (Slack, Flow, ZenDesk, Harvest, Salesforce)
• Passion for collaborating and strategizing with others as a vehicle to improve client experience
   

Performance-driven compensation structure, generous employee benefits, personal accountability, innovative workspace with a diverse, talented, and welcoming collaborative team of Keenans. 

All information submitted will be kept confidential according to EEO guidelines. Thank you for your interest in Keen!