Customer Success Manager

  • SuccessHACKER
  • Chicago, IL, USA
  • Jul 09, 2018
Full time B2B Computer Software Customer Service Customer Success Information Technology Post-Sales Professional Services Technical Solutions Transportation

Job Description

Our client, a developer and leading provider of remote monitoring, video analytics, and predictive diagnostic solutions for high-value assets is seeking smart, passionate and collaborative individuals to join their Customer Success team. The ideal candidates are passionate about optimizing the value customers gain from investing in technology solutions. This role is about maximizing business development opportunities within existing customer relationships and expanding a solution footprint within the customer organization.

The role is responsible for:

  • Accountable for nurturing the customer relationship and overall account health post sales acquisition
  • A steward of the customer relationship leveraging an internal cross functional team consisting of Marketing, Sales, Product, and engineering
  • The ability to effectively articulate the competitive advantage the platform, products and services provide to solve business challenges
  • Provide ongoing customer onboarding of the System
  • Drive usage and adoption of products and services across the customer organization through educating stakeholders on how to maximize the value of their investment
  • Develop Customer Journey Roadmaps using data to inform and recommend Customer Success strategies to continuously improve the customer experience
  • Facilitate at a minimum a quarterly Executive Business Review to review goals, progress, and opportunities with customer.
  • Leverage stakeholder relationships to mitigate churn, secure renewals and additional orders, and achieve a positive Net Promoter Score

 What else can you expect?

Salary ranges are commensurate with experience and they offer a comprehensive benefits package. Our client believes in supporting total health for our employees to include physical, financial, occupational, mental and social. At a high level, their benefits include: 

  • Company funded 401k contribution on day 1
  • Financial planning assistance
  • Casual dress
  • Professional development (training, certification)
  • Company sponsored social and community service opportunities
  • Generous Paid Time Off and Holidays
  • Medical, Dental, Vision, STD, LTD 

What you'll need?

  • Bachelor’s degree required, advanced degree preferred
  • 5 years+ experience in a business-to-business client facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales)
  • Understand the SaaS business model and experience delivering and implementing SaaS solutions for enterprise customers
  • Proven results meeting revenue or profitability growth targets and expanding business within existing clients
  • Demonstrated experience and success working with internal cross-functional teams
  • Strong presentation, meeting facilitation, and written communication skills
  • Strong technical skills, SalesForce experience or a similar tool, and a proven ability to develop a deep understanding of a complex product
  • Proven organizational and analytical skills