Customer Success Manager for IT Solutions

2 weeks ago


Needham Heights, Massachusetts, United States IDCUS Inc Full time
Overview
IDCUS Inc is in search of a Customer Success Manager specializing in IT Buyers.

The role of Customer Success Manager is pivotal in distinguishing IDCUS's offerings in the market and requires an energetic, proactive individual with a strong focus on customer satisfaction.

In this role, you will oversee a fresh portfolio of clients for an innovative AI-driven business segment that is set to launch soon.

This clientele will primarily include CIOs and other IT decision-makers.

Your responsibilities will also encompass building and leading a growing team of global Customer Success Managers, who will be accountable for post-sales customer engagement, promoting user adoption, and meeting your team's retention and engagement objectives.

As a trusted partner, your primary goal will be to ensure an exceptional customer experience.Key Responsibilities
- Lead and develop a global team of Customer Success Managers, fostering their growth and development.

- Manage your own portfolio of IT Buyers who are involved in critical vendor selection and strategic IT decisions utilizing our new SaaS AI-enabled database.

- Own and report on key performance indicators, including renewal targets, customer interactions, satisfaction levels, and CSM workload metrics.

- Assist with pre-sales demonstrations and customer onboarding/training.
- Manage a substantial customer base efficiently using established playbooks and automation tools.
- Ensure that all purchased solutions are actively engaged, identify areas for improvement, and explore upsell/cross-sell opportunities.
- Drive strategic client engagement and set ambitious goals for the CSM team.
- Collaborate with sales and product teams to enhance continuous improvement processes.
- Communicate and deliver ROI to IDCUS clients throughout their journey.
- Act as a trusted advisor and an extension of your client's organization.
- Analyze customer outcomes through ongoing data collection and feedback analysis.
- Develop client retention strategies and oversee renewal processes.
- Relay client feedback to inform product development.

This position is dynamic, highly visible, and offers significant growth potential, playing a crucial role in IDCUS's strategic initiatives.

Qualifications
- Bachelor's Degree or equivalent experience.
- 6+ years of experience in customer success or account management, preferably with SaaS products.
- At least 2 years of experience in team management, with a willingness to lead a growing global Customer Success team.
- Experience engaging with CIOs and IT buyer professionals.
- Strong executive presence and communication skills.
- Familiarity with Software as a Service solutions.
- A strong commitment to customer relationships.
- Ability to work collaboratively in a team setting.
- Excellent time management and organizational skills, with the ability to create structure in ambiguous situations and design effective processes.
- Willingness to travel 10-15% within the U.S. to meet key customers.
- Candidates should ideally hold a bachelor's degree or equivalent, preferably in Information Technology, Business, or a related field.

This is a hybrid role, and we welcome qualified candidates from approved remote locations.

About IDCUS Inc

International Data Corporation (IDC) is the leading global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology sectors.

IDC assists IT professionals, business leaders, and the investment community in making informed decisions regarding technology investments and business strategies.

With over 1,300 analysts, IDC offers global, regional, and local insights into technology and industry trends across more than 110 countries.

For 50 years, IDC has delivered strategic insights to help clients achieve their business goals. IDC is a subsidiary of IDG, the foremost technology media, research, and events organization.
IDC is an Equal Opportunity Employer, committed to fair and equitable pay practices.

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