Customer Success Manager

Information Systems of Maryland (ISM), LLC is seeking a Customer Success Manager with an entrepreneurial spirit to join our growing team. ISM is an IT consulting firm that specializes in providing small, medium, large and public sector organizations with IT project solutions, security solutions and talent acquisition services. To meet the increasing needs of our organization we are seeking a Customer Success Manager that wants to take part in our success and become a key member of the company. If you would like to learn more about ISM and this exciting opportunity, please visit us on the web at www.is-md.com

ORGANIZATIONAL STATUS:

This position reports to the President and will interface with executive staff, all internal and remote employees, including current and/or prospective customer(s).

RESPONSIBILITIES:

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist in creating training courses and educational materials for other members of the department
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

CULTURAL REQUIREMENTS:

·      Integrity: The candidate must be honest and ethical at all times.

·      Work Ethic: The candidate must be dependable, hardworking, and willing to go the extra mile.

·      Team Player: The candidate must be collaborative and work well with others.

·      Positive Attitude and Enthusiasm: The candidate must focus on the positive and not the negative. The candidate must also exude a “can do” attitude.

·      Adaptability and Flexibility: The candidate will be someone who is not resistant to change and able to adapt to a new direction, often at a moment's notice.

·      Effective Communication and Confidence: The candidate will be someone who is a good listener and who must clearly articulate their ideas verbally or via written form.

·      Openness and Receptivity to Feedback: The candidate must be able to accept feedback, learn from it, and grow from the feedback, positive or negative.

·      Creative Thinking: The candidate should be an individual who is intentional about innovating and “thinking outside the box”.

·      Critical Thinking and Problem Solving: The candidate must be able to see the link between different aspects of the organization and creatively find solutions to problems.

·      Collaboration & Conflict Management: The candidate must be able to work with people and organizations that may not be easy to work with take ownership of the relationship.

·      Negotiation Skills: The candidate must be able to persuade and influence others.

·      Entrepreneurial Thinking: The candidate must have clarity on why we are in business, how we overcome challenges and capitalize on our experience and knowledge.

QUALIFICATIONS & REQUIREMENTS:

Education:

Bachelor’s Degree; Candidate can supplement degree requirement with years of functional and verifiable work experience.

Experience:

• 5 years of experience in a customer service or customer success position
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department

Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

About ISM:

• Information Systems of Maryland is a leading-edge information technology services firm that provides information technology services and solutions to the public sector and commercial markets. With over 15 years of information technology experience, we deliver solid solutions for today’s technology needs. To learn more about ISM, visit us on the web at http://www.is-md.com