Job Description

This role is posted on behalf of my client:

REQUIREMENTS/Details:

• 3+ years of CSM/ Technical Account Management experience in Saas (must be in this type of role right now)
• Must be working with technical teams: Directors of IT, IT Support Managers, CIO's, CTO's.
• Must have experience from the current role owning a book of business
• Must be able to go into the New York office 3x a week (Mon, Tues. and Thurs)
• Comp: $120k base, $150k+ ote (some flexibility)

IF YOU ARE UNABLE TO MEET THESE REQUIREMENTS, OR AGREE TO THESE DETAILS, YOU NEED NOT APPLY

Job description

About The Company :

My client is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.

My client’s all-in-one AI-powered IT platform is revolutionizing the IT industry. By creating an AI-powered IT platform, their all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps over 12,0000 companies achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes, faster.

Their team of passionate, dedicated, and committed individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

We are looking for a Customer Success Manager to join our growing New York Branch!

Our Customer Success Managers are the face of the company to our clients. Your goal is to learn as much as possible about our customers’ needs and their business workflow. As a Customer Success Manager (CSM) for our Strategic team, you will be expected to deliver value and ROI to their largest clients. These long-lasting relationships are built via exceptional customer service, understanding customers’ technical needs, challenges, complex working environments, and top-notch onboarding of new customers. As a part of the Strategic CSM team, you will be responsible for the success of the account, managing the partnership, monitoring, analyzing and optimizing the data and working towards quarterly targets and KPIs.

Responsibilities:

• Serve as the primary point of contact between clients and the their team
• Build and maintain strong relationships with clients
• Onboard new customers and conduct ongoing quarterly Business Reviews
• Lead value-driven conversations with your customers
• Serve as a technical authority for customers queries on the Platform.
• Analyze key account statistics and performance metrics to identify pain points
• Educate clients on how to best use the platform aka “best practices”
• Proactively identify (growth) opportunities and optimization points for their clients
• Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
• Demonstrate continuous value of our company's solutions by keeping high retention rates
• Lead online walk-throughs, webinars, consultations and one-on-one demos for a full onboarding experience

Requirements:

• 5+ years of experience in a technical and customer-facing role, managing large VIP customers
• Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn
• Solid understanding of customer lifecycle stages
• Ability to understand complex technology and explain it simply
• Strong quantitative and analytical skills; ability to identify data trends
• A proven record of retaining, developing, and growing multiple client relationships
• Committed to customer satisfaction with a passion for customer success
• Ability to work in a fast-paced dynamic environment
• Superior organization and prioritization skills, with strong attention to detail
• Self-motivated, detail-oriented with strong communication and interpersonal skills
• Problem-solver, resourceful and independent

Benefits and Compensation:

For this position, we offer an annual salary of 160,000 (USD) as OTE.

In addition to competitive salaries, they offer an enticing benefits package designed to support the well-being and professional growth of our employees. This package includes stock options, comprehensive health insurance covering dental and vision care, as well as a generous allocation of paid vacation days.

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