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Customer Success Team Leader

2 months ago

Chicago, Illinois, United States InRule Full time

About InRule Technology
At InRule Technology, we are transforming the way organizations across the globe make critical decisions by integrating advanced technology into their operations.

Our solutions are trusted by major banks, insurance firms, healthcare providers, and government entities to deliver seamless, user-friendly experiences that empower decision-making without the intricacies of programming.

Your Role
As a pivotal member of the InRule Technology team, you will play a key role in promoting the adoption of our innovative AI Decisioning platform, which combines declarative logic, non-declarative machine learning, and human-in-the-loop automation.

Position Overview
In your capacity as the Customer Success Manager, Team Lead, you will be responsible for ensuring the value realization and overall success of our clients while also leading and mentoring a team of Customer Success Managers and Specialists.

Your responsibilities will include:

  • Fostering relationships with a diverse portfolio of clients and acting as a trusted advisor to help them effectively utilize InRule's solutions.
  • Managing gross dollar retention targets through effective process management and team alignment.
  • Supporting your team in achieving their professional development goals through training and mentorship.
  • Creating and implementing strategies that deliver value to clients through collaboratively defined business outcomes and success plans.
  • Analyzing customer data within CRM systems to identify trends that enhance the customer experience and assess overall customer health.
  • Continuously refining Customer Success processes by adopting best practices and enhancing documentation.
  • Overseeing the customer journey from onboarding through training and adoption.
  • Building and maintaining strong relationships with customer stakeholders and project leaders.
  • Managing the renewal process for existing clients, ensuring timely contract renewals and customer satisfaction.
  • Identifying opportunities for expansion within client organizations.
  • Addressing critical customer issues and ensuring appropriate escalation with internal resources.
  • Educating clients on the capabilities and flexibility of the InRule solution.
  • Collaborating with cross-functional teams to ensure alignment with customer goals and strategies.
  • Providing valuable feedback to Product Management regarding key features or limitations affecting usage and growth.

Qualifications
To excel in this role, you should possess:

  • A minimum of 5 years of experience in customer success or account management within a SaaS or related technology environment, including at least 2 years in a leadership capacity.
  • Exceptional communication skills and the ability to cultivate positive business relationships.
  • A self-driven attitude with the capability to work independently while demonstrating urgency and ownership.
  • A proven track record in managing customer interactions and contract renewals, ensuring accurate and timely updates.
  • Strong technical aptitude to connect clients' business objectives with InRule's product offerings.
  • A proactive approach as a team player, with innovative ideas to enhance customer loyalty and adoption.
  • Experience in managing executive relationships.
  • A passion for engaging with clients and promoting value.
  • The ability to establish and reinforce milestones across teams.
  • Strong organizational skills and accountability.
  • A Bachelor's Degree or equivalent experience.

Preferred Skills
Additional qualifications that would be beneficial include:

  • A background in project management.
  • Industry-specific knowledge in Insurance, Financial Services, Healthcare, or the public sector.
  • Technical experience with low-code software development, data analysis, or process automation.
  • Experience with CRM systems such as Dynamics 365 or Salesforce.

Join us at InRule Technology, where you can make a significant impact on our clients' success.