Scope of role
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Customer Success is a newly formed department in ITRS with the goal to build value faster and to increase the sustainable profitability for both our customers and ITRS.
We are looking for someone with the experience in B2B Customer success who can help scale up the department across multiple products and drive product adoption, identifying growth opportunities, delivering positive outcomes to ensure the customer journey and outcomes are successful and our customers renew.
The role will work hybrid-remote from our Boston office reporting to Head of Customer Success - EMEA in a team of 4.
As a Customer Success Manager, you will :
- Utilize information on customer business, needs, and strategy to support customer success and value realization.
- Perform assessments and analysis to improve solutions against goals measured by our business and adoption of, success measures, and customer expectations
- Establish clear retention goals and process milestones for the client and employees to work towards
- Identify customer risks and work with the management team to build a risk mitigation plan
- Monitor customer usage data, health indicators and growth opportunities and translate into strategies for success
- Deliver product training to support client onboarding, educate clients and increase product and service utilization rates
- Help customers understand the best ways to utilize the services and products based on the customer’s specific needs
- Share client feedback and collaborate with our teams in the development of products and services
- Cross collaborate with our support, professional services, product, and sales teams to deliver customer outcomes
- Improve existing processes within the company and enhance all Customer Success plans
You have :
- 3 years’ experience Client Support, Customer Success, Account Management, or similar role
- Strategic planning, and project management skills
- Experience working within financial services
- Experience scaling Customer Success from digital only, low touch clients through to high value, high touch clients
- Experience with monitoring software
- Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations
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