Customer Success Manager

2 days ago


Tysons Corner, Virginia, United States LMI Full time
Customer Success Manager

LMI is seeking a highly skilled Customer Success Manager to drive customer engagement and ensure clients achieve maximum value from their LIGER tool investment. This role involves applying LMI's customer success methodology, leveraging Success Plays, and acting as a customer advocate within the company to enhance product adoption and satisfaction.

Key Responsibilities:
  • Work closely with users and subject matter experts to understand and define their challenges, problems, motivations, triggers, and aspirations.
  • Develop and maintain a deep understanding of LMI's customer success methodology and continuously shape and refine it.
  • Drive customer engagements for customers in your portfolio, understanding each customer's needs and challenges.
  • Ensure customers are technically healthy and on the most recent version of our product.
  • Identify criteria for assisting customers using Success Plays in the Success Platform.
  • Promote LIGER Tool customer success stories and processes.
  • Ensure customers obtain the maximum value from their LIGER tool investment and use their licenses.
  • Collaborate with LIGER teams to improve product adoption and increase footprint.
  • Resolve escalated client issues quickly, utilizing resources from across the company ecosystem.
  • Act as a customer advocate within the company, ensuring customer perspectives and needs are represented in decision-making processes.
Qualifications:
  • Minimum 3+ years of experience providing customer professional services or related business support.
  • Experience working within the Federal technology industry.
  • Ability to provide independent comprehensive services to a broad range of stakeholders and customer networks.
  • Familiarity with digital transformation, or project management.
  • Experience resolving issues through root cause and business process analysis.
  • Experience with customer onboarding, including supporting success definition, KPIs, and ongoing performance management for product implementations.
  • Ability to work with customers (organizations and end users) to identify requirements and design product-oriented solutions to their priority pain points or opportunities.
  • Experience in working collaboratively with customers and enterprise support functions (product management, product marketing, engineering, training and adoption).
  • Familiarity building and deploying key customer success artifacts (e.g., requirements documentation, tutorials, user guides, lightweight product training, etc.).
  • Comfortable with learning and explaining technical products or services.
  • Ability to manage multiple customers and priorities simultaneously.
  • Works well in a collaborative team environment, partnering with sales, product, and support teams.
  • Clearance: Secret
  • Travel: Ability to travel approximately 15% of the time

LMI advances the pace of progress, enabling our customers to thrive while adapting to evolving mission needs. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability.



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