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Customer Success Manager for IT Solutions
2 months ago
IDCUS Inc is in search of a Customer Success Manager for IT Solutions.
The role of Customer Success Manager is a pivotal competitive advantage for IDCUS's offerings and necessitates a proactive, self-motivated individual who prioritizes 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 include CIOs and various IT professionals.Your responsibilities will also encompass building and expanding a global team of Customer Success Managers who will be accountable for engaging with clients post-purchase, enhancing user adoption, and meeting your team's engagement and retention objectives.
As a trusted business partner, your primary focus will be on ensuring an exceptional customer experience.Key Responsibilities
- Leading a growing global team of Customer Success Managers, facilitating their development and progression.
- Managing your own portfolio of IT Buyers who are making critical vendor selection and IT strategy decisions utilizing our new SaaS AI-enabled database.
- Owning, reporting on, and achieving essential business metrics including renewal targets, interaction counts, customer satisfaction, and CSM workload metrics.
- Assisting with pre-client demonstrations and customer onboarding/training.- Managing a large customer base at scale through the use of playbooks and automation.
- Ensuring all purchased solutions are experiencing strong engagement, identifying gaps, and exploring upsell/cross-sell opportunities.
- Driving strategic client engagement and ambitious goals for the CSM team.
- Collaborating with sales and product teams to foster continuous improvement cycles.
- Delivering and communicating ROI for IDCUS clients throughout their journey.
- Acting as a trusted advisor and an extension of your client's organization.
- Understanding customer outcomes through ongoing data collection and feedback analysis.
- Developing client retention strategies and managing renewals.
- Sharing client insights to enhance the product roadmap.
This is a highly visible, fast-paced, and dynamic role that offers growth potential and plays a vital part in IDCUS's strategy.
Qualifications- Bachelor's Degree or equivalent experience
- 6+ years of experience in customer success or account management, preferably with SaaS products.
- Ideally, 2+ years of experience in managing teams, with a willingness to lead an expanding global Customer Success team.
- Experience engaging with CIOs and other 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 Sciences, or possess equivalent experience.
This position is a hybrid role.
