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Customer Success Strategist

2 months ago

Reston, Virginia, United States IOTAP Inc Full time

About IOTAP Inc

IOTAP Inc is a leading provider of SaaS applications for subscription-based businesses. Our flagship product, Work 365, helps companies generate revenue through a subscription model. We have a global team that supports our customers' needs and are looking for a skilled Customer Success Manager to join our team.

Job Description

We are seeking an imaginative, organized, and enthusiastic Customer Success Manager to drive outcomes in a fast-growing market. The ideal candidate will be passionate about technology, have a strong understanding of subscription-based businesses, and possess customer success management skills.

  • Customer Success Manager Responsibilities
  • Responsible for overall customer health, including success with the Work 365 application, revenue growth, renewal management, and CSAT scores.
  • Be a strategic advisor to customers, providing guidance on how to maximize their subscription-based business.
  • Own the account relationship, building strong relationships with customers and stakeholders.
  • Be a product and customer champion, advocating for customer needs and providing feedback to the product team.
  • Analyze customer data to improve the customer experience and identify opportunities for growth.
  • Conduct customer quarterly business reviews to ensure alignment with business objectives.
  • Work collaboratively with other departments and team members to provide product feedback from the customer base and solve complex data issues with customer environments.

Requirements

  • Experience solving customer issues that are data-driven (vs product bugs).
  • Understanding of basic accounting principles and subscription billing.
  • Experience working within the Microsoft ecosystem or MSPs and Cloud Solution Program.
  • Demonstrated experience working in a fast-growth, fast-paced, culture-driven organization that thrives on a teamwork mentality.
  • Self-starter who is motivated to achieve with minimal supervision and can adapt to a rapidly changing environment.
  • A problem solver who can think out of the box to solve customer issues.
  • Willing to work above and beyond to achieve company and customer goals and success.
  • Must have 2-3 years of experience in a CSM role or comparable customer-facing support role.

Nice to Have

  • Prior experience in using Work 365.
  • Experience with Microsoft Dynamics and Microsoft Power Apps (a big plus).