Customer Success Manager

6 days ago

New Castle, Delaware, United States Ntirety Full time
Customer Success Manager

Ntirety is seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for maintaining strong relationships with our clients, driving revenue growth, and ensuring customer satisfaction.

Key Responsibilities:
  • Act as a trusted advisor to key business stakeholders, driving product adoption and ensuring they leverage Ntirety's solutions to achieve their business goals.
  • Operate as the lead point of contact for all matters specific to your account base.
  • Partner with Strategic Account Executives and Technical Account Managers to manage, retain, and grow your business.
  • Work with customers to design their Customer Experience Programs, aligned with Ntirety's customer-first approach and product capabilities.
  • Analyze client portfolio to proactively identify churn risk, renewals, up-sell opportunities, and outreach strategy.
  • Effectively navigate client's organization to grow our relationships and influence.
  • Define Customer Reporting and manage the process to automate the reports.
  • Map out organizational structure of your assigned customers within 60 days of start.
  • Identify product adoption and white space within 60 days of start, while collecting customer feedback and ensuring the feedback reaches the necessary departments.
  • Develop success plans for customers, outlining their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Track 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.
  • Create real referenceable clients in 25+% of client base and work closely with the marketing team to define and highlight these clients.
  • Prioritize and drive resolution on escalated customer issues.
  • Monitor and facilitate customer adoption of our solution features and functionality, while providing an understanding of their overall business needs as they relate to our products.
  • Document all communication with users and accounts accurately and in a timely manner in Salesforce.
  • Provide 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 skills, with the ability and willingness to gather relevant information, notice relationships between different systems, and reason from cause to effect.
  • Excellent interpersonal skills, with the ability to build authentic business relationships and deal effectively with relational challenges.
  • 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.
  • Innovative, courageous, persistent, and patient, with a passion for overcoming challenges and presenting solution-driven results.

Ntirety is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA). We offer a competitive salary and benefits, including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you. Ntirety is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State, or local law.

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