Customer Success Professional

3 days ago

Los Angeles, California, United States Northern Impact Full time
About Northern Impact

At Northern Impact, we're a global leader in Construction Equipment Market intelligence, dedicated to delivering cutting-edge solutions to our clients. We're seeking a highly skilled Customer Success Manager to join our team and drive long-term customer success.

Job Summary

The Customer Success Manager will serve as the primary point of contact for our clients, building strong relationships and ensuring their success with our platform. This role requires a deep understanding of our product offerings and the ability to translate client requests into technical requirements.

Key Responsibilities
  • Develop expertise in our product offerings and stay up-to-date on industry trends
  • Serve as the primary point of contact between Northern Impact and our clients
  • Proactively interface with multiple levels of client management to build rapport and strong professional relationships
  • Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities
  • Translate client requests into technical and/or engineering requirements
  • Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion
  • Work with clients to understand how best to use our services and provide valuable feedback to business and development teams
  • Help clients better understand the full potential of our products
  • Act as liaison between clients and the Product Development team
  • Manage backlogs and timelines on behalf of large enterprise clients
  • Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation
  • Build presentation materials and present findings to small teams
  • Lead web-based trainings, conference calls, and in-person client meetings
About You
  • You have a customer-first attitude, prioritizing client best interests over all else
  • You speak with confidence and authority, and you enjoy conversation and client engagement
  • You are comfortable acting as a leader, proactively building customer relationships and taking responsibility for customer satisfaction
  • You are highly organized and can handle multiple daily priorities in a dynamic environment
  • You aren't afraid to make mistakes, or fix them afterwards
  • You take pride in your work and are interested in making a significant impact on a small but growing team
Requirements
  • Education: BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering)
  • Work Experience: 4+ years of professional experience, with at least 2 in a client-facing/account management role
Preferred Skills
  • A great professional communicator, both written and verbal
  • Solid technical skills (Excel and basic SQL)
  • Expertise with PowerPoint and Salesforce
  • Proven track record of managing customer relationships effectively
  • Ability to respond to customer requests throughout the day
  • Exceptionally organized and detail-oriented
  • Ability to grasp technical concepts
  • Self-motivated and proactive, with a 'can do' attitude; willing to pitch in and do whatever is required
Preferred Location

Candidates based in Eastern or Central Time Zones are preferred.

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