Customer Success Manager

JOB SUMMARY

The Customer Success Manager (CSM) develops and manages the strategic relationship with our customers to promote a strong and trusted partnership. A successful CSM ensures our customers are receiving value from Ironcore’s services, mitigates churn, and ultimately helps to grow the account. As an advocate for the customer, this key resource works with Ironcore internal teams to ensure timely action and communication both proactively and reactively when issues arise. As part of this role, the CSM interacts with all levels of the organization including sales, service delivery/operations, finance and executive management to ensure the highest level of customer satisfaction and retention.

The CSM must possess excellent written and verbal communication skills and must be able to manage multiple projects and customers in a fast-paced environment. This person must have demonstrated ability to act as a self-starter and can execute objectives and problem solve without day-to-day supervision. A key attribute for the CSM is possessing the ability to bring local and remote teams together to work on and resolve issues that arise to mitigate customer impact.

This individual will have specific visibility into internal process management such as Incident, Change and Problem Management within their assigned accounts. In addition, this role requires the ability to synthesize data including, incident, status and project information, and to effectively present that information back to the customer in presentations, graphical and dashboard formats.

MAJOR DUTIES AND RESPONSIBILITIES

In addition to the core competencies, you will:

• Advocate for customer satisfaction to ensure the highest level of retention and growth
• Organize and perform quarterly business reviews with customers.
• Understand the customer’s contract, contract structure, and services sold within each assigned account, including an awareness and visibility into the current utilization of services
• Proactively drive efforts to improve the customer’s experience with Ironcore’s products and services such as recommending upgrades, applicable new product sets and configuration changes, in concert with the sales and delivery teams
• Provide regular internal status updates and customer sentiment, as directed, within internal tools and systems
• Provide oversight for multiple concurrent customer and Ironcore initiatives, including project planning/forecasting, resource coordination, regular status updates and maintenance of risk and issue logs
• Initiate the Contract renewal process and coordinate with Sales and internal teams
• Keep the customer informed and by enabling customer participation and communication in an organized and proactive manner facilitated by RAIL calls, status meetings, business reviews and executive briefings
• Provide single point of contact for escalation of day-to-day operational issues
• Provide support to the team during major incidents
• Ensure the customer receives timely responses and the best possible solutions related to change requests and incidents
• Develop and maintain positive customer relations with business contacts
• Perform periodic internal account reviews, with Ironcore’s account team, and broader executive team as needed
• Identify sales opportunities and work as part of a team to deliver proposals.

What we are looking for (Skills and Competencies)

• 8+ years’ experience in Service Management or related role
• Technical account level exposure within ERP systems, managed hosting, cloud environments, networking, SAN/storage, disaster recovery, database management and security solutions. Preference for SAP knowledge and proficiency.
• Ability to manage multiple accounts and priorities
• Demonstrated ability of a high degree of independence and the ability to be proactive and solution oriented
• Excellent interpersonal and relationship building skills
• Strong written, verbal and communication skills
• Generate innovative ideas and the ability to challenge the status quo
• Community Banking experience is a VERY STRONG PLUS

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Work Location: In person