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Senior Customer Success Manager
Posted on 12/19/2022
INACTIVE
Locations
Arlington, VA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Sales
Communications
Requirements
  • Bachelor's Degree with 6+ years of Customer Success experience OR equivalent years of experience in a related field or, a Master's Degree with 5+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting, Project Management or Engagement Management
  • Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
  • Experience in managing strategic accounts
  • Strong interest in technology
  • Self-starter and ability to thrive in a fast-paced environment
  • Analytical and detail-oriented
  • Strong prioritization, organization, and project management skills
  • Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
  • Strong presentation skills
  • Ability to conceptualize new solutions - be creative, not constrained by traditional methods/solutions
  • Ability to work with individuals at varying levels of technical knowledge in a complex environment and resolve issues
  • Ability to initiate and lead conversations with both internal and external teams
  • Comfort in an environment that tests your adaptability and agility
  • Ability to take ambiguous situations and apply a structured framework to get to a shared conclusion
  • Against COVID-19, unless you have a legally valid medical or religious reason. Any requests for exemptions based on medical or sincerely held religious beliefs will be evaluated confidentially by our Chief People Officer after hiring
  • Fully vaccinated means an individual must have received their second dose of the Moderna or Pfizer vaccine or the single dose of the Johnson & Johnson vaccine
Responsibilities
  • Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle; build and maintain multi-level client stakeholder relationships to continuously link Interos deliverables to our customers' requirements
  • Understand what success looks like to the client, how our solution fills that need, and measure our success against it
  • Work with customers to understand use cases; Immerse yourself in your customer's industry and business trends to become a trusted business partner and adviser. Work with clients to define and document stakeholders' business requirements and develop solution strategies
  • Proactively develop project plans, manage services staffing, maintain up to date status reports and manage the identification of risks and issues
  • Act as an advocate and voice of the customer with internal Interos teams to ensure the customers' needs are understood and addressed
  • Evangelize Interos capabilities and potential within the customer's organization
  • Collaborate with other Engagement Managers and/or project leads to manage program profitability through aligning activities and resources to strategic account goals
  • Collaborate extensively with peers to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations
  • Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients
  • Ensure a high degree of renewals for a defined customer portfolio by providing education and services related account management; identify account risks and define mitigation plans as needed
  • Coordinate with Sales teams in providing insight to customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings
  • Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company
  • Responsible for, and assessed on, Client Net Promoter Scores (NPS) for all engagements that align to your assigned industry portfolio
  • Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help us establish new best practices
  • We want to hear your ideas!
Desired Qualifications
  • Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical)
  • Ability to manage multiple projects/initiatives to meet predetermined deadlines, setting direction for and ensuring the success of all prospect engagements
  • Ability to function independently, with minimal supervision, setting direction communicating effectively with internal and client stakeholders, and enlisting help as needed
  • Ability to establish friendly, professional, and cooperative relations with internal and external contacts
  • Organizational Skills (strategic thinking, goal setting, business metrics driven, time management, etc.)
Interos

201-500 employees

AI powered supply chain risk management
Company Overview
Interos enables teams to identify and avoid the most dangerous and hidden risks and disruptions for dramatically superior operational resilience, while uncovering game-changing opportunities to create new enduring value for their clients.
Benefits
  • Zero premium insurance coverage
  • On-site gym and dedicated Peloton room at headquarters
  • Employee assistance program
  • Leadership Insights Program
  • Flexible spending accounts
  • Flexible work schedules
  • Parental Leave
  • Child After School Support
  • Flexible time off
  • Social gatherings
Company Core Values
  • Impatient with Inefficiency
  • Positively Relentless
  • Battle Tested
  • Always Next Level
  • Love Making a Difference