ID.me · 3 hours ago

Customer Success Manager - SLED Northeast

United States

Full-time

Remote

Mid, Senior Level

$110K/yr - $150K/yr

5+ years exp

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Responsibilities

Lead customers through the entire onboarding process, from sale through the attainment of "first value" within target timelines.

Take ownership of the overall success of customer onboarding, ensuring a positive and impactful experience.

Develop and execute project plans, ensuring milestones are met and key deliverables are achieved.

Routinely reporting on the status and risks for 10-15 simultaneous projects to internal and external stakeholders.

After a successful onboarding journey, you will be responsible for a smooth transition to the Customer’s long-term Customer Success Manager

Lead detailed product training sessions to educate customers on features, user experience, and best practices.

Provide consultative guidance to customers on how to maximize the value of our products/services.

Work closely with customers to understand their unique goals and tailor onboarding strategies accordingly. You will share best practices and common pitfalls to lead the customer to successful outcomes.

Orchestrate multiple internal resources and team members to support the onboarding journey effectively. As an onboarding manager, you’ll be responsible for bringing in the appropriate resources and tools at the right time to ensure success.

Generate customer facing content focused on adoption, usability, and best practices

Identify and mitigate risks to the project’s success

Quickly and effectively resolve issues, working collaboratively with internal teams to implement solutions.

Leverage usage data post-launch to validate the health of the implementation and take action as needed.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessProject ManagementQuantitative SkillsData-Driven ProposalsResource Coordination