Customer Success Manager - SaaS

Align provides the Asset Point software, an IT Asset Management (ITAM) tool, to our clients to manage their Data Center Infrastructure.

We offer comprehensive solutions that include the Asset Point software and our Data Center Assessment, Advisory, and Transformation professional services.

The Customer Success Manager (CSM) is a customer-facing, individual contributor role that trains our clients on how to use our software and helps with all elements of the post-sale business relationship with Asset Point customers.

Starting with user onboarding to identify needs and set goals, CSMs are trusted advisers on how to use our product, map it to a customer's specific business needs, and drive customer usage.

This person will be focused on our software solutions and will not be involved with professional services.

CSMs work with customers to foster strong relationships, continuously monitor satisfaction, and act as a customer advocate by delivering product feedback and feature requests to the Asset Point team.

As the CSM develops their skills and solution knowledge, they will be positioned as a subject matter expert as it relates to Asset Point and ITAM initiatives within the client.

Candidates must be willing to work onsite with clients as needed. The CSM will be rewarded for customer renewals, subscription growth, and upsells.

At the end of the day, our mission is to delight our customers and have them realize the full value and potential of Asset Point.

Align is a forward-thinking organization that values quality and innovation. Our team looks for individuals who embody our values of trust, collaboration, innovation, respectfulness, entrepreneurship, and good-natured fun.

This is a hybrid position that will report to our Iselin, New Jersey office. You are expected to work in the NJ or NYC office approximately 2 days a week or as required.

Based on client needs, regularly scheduled travel to client sites in NJ or the NY Metro Area should be expected. Additionally, occasional travel outside of the NYC Metro Area (approx.

30%) should also expected.

This is a full-time employment position offering comprehensive benefits, a base salary in the $70K to $80 range, performance-based incentives, and paid training.

Qualifications

• 2+ years of relevant experience in any of the following areas : customer success, software training, sales, technical account management, relationship management or software support
• Prior SaaS industry experience as a trainer or in a customer success or client relationship management role is preferred, but is not required
• Ideal candidates will have demonstrated experience successfully developing outstanding customer relationships and the ability to gain a client’s trust and respect
• Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role and specifically with C-level executives
• Outgoing and deeply committed to customer satisfaction and relationship building
• Willing to works onsite at client sites or in the office as needed (minimally 2 days per week)
• Must be able to learn software systems quickly to act as a power user, trainer, and resource for our clients
• Demonstrate the ability to rapidly identify the significance of information and insightfully determine the appropriate action
• Customer service, strong analytical and problem-solving skills, a high level of professionalism, strong attention to detail, and self-motivation are required attributes
• Expert at juggling competing demands and managing limited time
• Able to work in a dynamic, cross-functional, team-based environment.
• Team-oriented, but eager to act aggressively to get things done for customers
• Passionate about building a great company and a great product

Responsibilities

• Be the trusted advisor of the Customer - deliver a world class customer experience building strong and lasting relationships with stakeholders on the customer side at various levels
• Onboard new customers by facilitating a robust training program and helping the customer set up the platform to ensure that all the customer’s business objectives are met
• Consult regularly with clients to fully understand their needs, educate and train users, demonstrate Asset Points value to the business, and actively solve their pain points
• Manage the customer success process, including success calls, help with the product, etc.
• Act as the liaison between the customer and other teams at Align to prioritize issues, elicit feedback, or present customers with new opportunities
• Monitor customer health to be ahead of problems -continually drive product adoption, client retention and ensure a seamless renewal process for all customers
• Help with Migration Solutions sales enablement when appropriate, including working with the sales team on proposals and RFPs when appropriate - including helping to negotiate and renew current customer subscriptions
• Be entrepreneurial and passionate about making Asset Point as competitive as it can be - work across the Asset Point team (Product, Development, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience
• Actively lead upsell and cross sell opportunities

Tier 2

PM 20