Itential · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

2+ years exp

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ComputerInformation Technology

Comp. & Benefits

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Responsibilities

Primary point of contact throughout the customer lifecycle, developing 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 Itential solutions.

Educate customers on the use and benefits of Itential solutions (high level).

Provide customers with information and assistance regarding product updates and new features.

Qualification

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Customer experienceAutomationProcess optimizationMicrosoft OfficeSalesforceJIRAConfluenceTechnology evangelismCustomer successCustomer concernsProblem-solvingCommunicationRelationship-buildingTime managementAccountabilityOrganizationAnalyzingEmpathyPassion for learning