Customer Success Manager

4 weeks ago

Denver, Colorado, United States Ntirety Full time
Customer Success Manager

Ntirety is a leading provider of cloud-based security solutions, and we're seeking a highly skilled Customer Success Manager to join our team.

The ideal candidate will have a proven track record of success in managing client relationships, driving revenue growth, and delivering exceptional customer experiences.

As a Customer Success Manager, you will be responsible for leading the post-sale account management team, developing and executing customer success plans, and ensuring that our clients achieve their business goals.

You will work closely with internal and external functional teams to improve processes, products, and marketing efforts, and will be responsible for the development of the Customer Success Team.

Key responsibilities will include:

  • Acting as a trusted advisor to key business stakeholders and sponsors to drive product adoption and ensure they leverage Ntirety's product and solutions to achieve their business goals with measurable outcomes
  • Operating as the lead point of contact for any and all matters specific to your account base
  • Partnering with Strategic Account Executives and Technical Account Managers to manage, retain, and grow your business
  • Working with customers to design their Customer Experience Programs aligned with Ntirety's customer-first approach and product capabilities, while ensuring customer objectives are clearly documented and reviewed throughout the customer journey
  • Analyzing client portfolio to proactively identify churn risk, renewals, up-sell opportunities, and outreach strategy on a quarterly basis
  • Effectively navigating client's organization to grow our relationships and influence
  • Defining Customer Reporting and managing the process to automate the reports
  • Mapping out organizational structure of your assigned customers within 60 days of start
  • Identifying product adoption and white space within 60 days of start, while collecting customer feedback and ensuring the feedback reaches the necessary departments
  • Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
  • Tracking customer metrics and sentiment to identify churn risk and work proactively with sales and executive sponsors to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable
  • Creating real referenceable clients in 25+% of client base and working closely with the marketing team to define and highlight these clients
  • Prioritizing and driving resolution on escalated customer issues
  • Monitoring and facilitating customer adoption of our solution features and functionality while providing an understanding of their overall business needs as they relate to our products
  • Documenting all communication with users and accounts accurately and in a timely manner in Salesforce
  • Providing product training, onboarding, and escalations for new and existing customers

Requirements:

  • Bachelor's degree required
  • 2+ years of experience in a related field
  • Experience with Salesforce
  • Flexible schedule for related customer issues or escalations
  • Data-Driven Analysis - with the ability and willingness to gather relevant information, notice relationships between different systems, and reason from cause to effect and generate effective solutions to practical day-to-day problems
  • Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges as they come up
  • Resourceful and creative troubleshooting skills to provide optimal business outcomes for customers
  • Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint) required
  • Outstanding presentation, development, and delivery skills, with the ability to inform, influence, and impact all levels of management
  • Excel at working in a collaborative, team environment while able to work independently with minimal supervision or oversight
  • Strong organizational, project management, and time management skills with the ability to prioritize and manage competing priorities
  • Innovated, courageous, persistent, and patient - someone who loves overcoming challenges and presents solution-driven results

Ntirety offers a competitive salary and benefits, including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more.

We are an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA) and welcome applications from diverse candidates.

Please note that only shortlisted candidates will be contacted.

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