What are the responsibilities and job description for the Customer Success Manager position at Itential, Inc.?
Description
Itential is seeking a Customer Success Manager to join our growing Customer Success Team. This candidate will be an experienced professional with expertise in building client relationships and understanding technical needs to foster strong platform adoption. The ideal candidate is one who has experience with network or automation technologies, is passionate about solving customer needs, possesses strong communications skills, and discernment to set customer expectations for solidifying customer retention. Additionally, this candidate should have the ability to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. As the voice of the customer, you will also work closely with the Customer Success team, Sales team, Professional Services Team, Product team and Development teams in promoting a Customer Centric culture within Itential.
Supervisory Responsibilities:
· None
Duties/Responsibilities:
· Serve as the strategic partner to customers throughout the customer lifecycle, cultivating relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
· Shepherd goals for platform usage and proactively work with customers and Itential staff when usage, versioning, or other issues threaten the health of the relationship.
· Utilize tooling (Salesforce, JIRA, etc.) to track key account data, opportunities, and for logging calls and relevant notes.
· Facilitate customer training sessions as part of onboarding and ongoing product adoption.
· Act as a communications liaison between Product Support, Professional Services, Development, Product Management, and Customers.
· Promote customer satisfaction and loyalty by demonstrating an understanding of the Customers’ business needs and helping them achieve their objectives using the Itential platform.
· Educate customers on the use and benefits of Itential solutions (high level).
· Provide customers with information and assistance regarding product updates and new features.
Required Skills/Abilities:
· 5 years in a Customer Facing role in a Network or Software company.
· Experience in a Software Development Environment or a Bachelor's degree in Computer Science.
· Experience working with promoting value through customer experience.
· Ability to build rapport with customer champions and work colleagues in a remote setting.
· Exceptional ability to communicate, identify risks and proactively drive resolutions.
· Networking, Software, or Automation Technical skills required, as they relate for the use of the products and services to be sold.
· Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
· Strong time management, accountability, and personal organization are essential.
· 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 services.
· Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence experience is a plus.
· Passion for learning new technology and proselytizing to others.
