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Customer Success Manager

2 months ago

Atlanta, Georgia, United States Incident IQ LLC Full time
Job Title: Manager, Customer Success

At Incident IQ LLC, we are seeking a highly skilled and experienced Manager, Customer Success to join our team. As a key member of our Customer Success Organization, you will play a pivotal role in driving high-quality service delivery and client satisfaction through proactive account management and rapid customer response.

Key Responsibilities:
  • Liaise between Customer Success Managers and upper management to execute strategies, disseminate information, and provide training and product awareness.
  • Develop product knowledge through regular meetings and keep the team informed of product releases and updates to the roadmap.
  • Provide process improvement guidance as a thought partner to the Customer Success Leadership Team.
  • Reinforce best practices using current Customer Success technology.
  • Actively participate in the hiring committee for the Customer Success Organization.
  • Onboard and mentor new hires.
  • Maintain product knowledge sufficient to allow for escalations and customer-facing communications as needed.
  • Monitor the performance of Customer Success Managers and ensure appropriate training and development is provided to meet or exceed OKRs.
  • Manage a team of Customer Success Managers to establish a trusted and strategic advisor relationship with each assigned client and drive continued value of solutions.
Additional Tasks and Duties:
  • Oversee Customer Success Manager engagement with new customers during and after implementation to ensure alignment and product adoption.
  • Work with the Product, Marketing, and other teams to develop presentations and materials for internal and client-facing needs.
  • Participate directly in strategic and key large sales opportunities and/or renewal or retention meetings when needed.
Qualifications:
  • Proven experience in being an integral part of a Customer Success organization.
  • 2+ years of leadership experience is preferred.
  • Strong strategic and analytical skills.
  • Exceptional communication and presentation skills.
  • Proficient in leveraging data and relationship development to drive success.
What Makes Incident IQ Different:
  • We facilitate whole-person growth where employees can develop personally as well as professionally.
  • We offer an energetic and collaborative environment where everyone's opinion matters.
  • We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to thrive.
  • We provide excellent work-life balance.
  • We have two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta.

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k, and paid-time off (PTO). We are an Equal Opportunity Employer.