Enterprise Customer Success Manager

2 weeks ago

American Fork, Utah, United States LVT Corp Full time
{"title": "Enterprise Customer Success Manager", "description": "About LVT Corp

LVT Corp is dedicated to making the world a safer and more secure place through innovative security solutions. Our cutting-edge technology enables rapid deployment of security hardware, running on a proprietary SaaS platform. This enterprise-grade safety and security ecosystem empowers organizations to secure any physical environment through intelligent automation and actionable insights.

About This Role

As an Enterprise Customer Success Manager, you will be responsible for managing a portfolio of State, Local, and Higher Ed (SLED) customers. Your role is critical in ensuring customer satisfaction, fostering long-term relationships, and driving the successful adoption of our solutions. The ideal candidate possesses a deep understanding of customer needs, exceptional communication skills, and a passion for technology.

Key Responsibilities
  1. Customer Relationship Management
    • Develop and maintain strong, strategic relationships with key stakeholders within client organizations.
    • Act as the main point of contact for enterprise customers, addressing inquiries, and concerns, and ensuring overall customer satisfaction.
  2. Onboarding and Implementation
    • Collaborate with internal teams to ensure a smooth onboarding process for new enterprise clients.
    • Provide guidance and support during the implementation phase, ensuring clients maximize the value of LVT Corp's solutions.
  3. Training and Education
    • Conduct training sessions to educate clients on the full capabilities of our products.
    • Keep clients informed about new features, updates, and best practices to optimize their use of LVT Corp's solutions.
  4. Account Health Monitoring
    • Proactively monitor customer accounts to identify and address potential issues before they escalate.
    • Work closely with the technical support team to resolve any technical issues promptly.
  5. Renew & Growth Management
    • Collaborate with the sales team to ensure timely renewal of contracts.
    • Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
  6. Feedback Collection
    • Gather feedback from customers and communicate insights to internal teams for product improvement.
    • Advocate for customer needs within the organization to drive continuous enhancement of our solutions.
Requirements
  • 4+ years experience in Customer Success, Account Management, or Business Development, in the Public Sector.
  • Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment).
  • Experience using CRM tools, including Salesforce and CS Tools.
  • Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset.
  • Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges.
  • Ability to make decisions and react when time is of the essence.
  • Communicates clearly and concisely about both technical and non-technical subject matter.
  • Diplomatic, tactful, and poised under pressure, with a high comfort with ambiguity.
  • Demonstrate strong follow-through and ability to self-manage multiple tasks and projects at once.
  • Passionate about Customer Success; the people, the relationships, and the interactions that drive mutually beneficial results.
  • Team player who contributes positively to overall team morale and company culture.
  • Willingness to travel.
Why Join Us
  • Founder-led and employee-driven company.
  • The opportunity to build where you stand.
  • Value-centric decision making.
  • Both an economically stable and hyper-growth environment (ask us how this is possible).
  • The market leader in redefining how B2B does security.
Benefits
  • Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP).
  • 401(k) With up to 4% match.
  • Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being.
  • Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success.
  • Paid Parental Leave - To help your growing family while you're away from work.
  • Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse.
  • Charitable Opportunities - LVT Corp sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year.
  • Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness.
  • And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.
HR Policy

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S.

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