Customer Success Manager, Equity Plan Solutions

Job Description

We are looking for Customer Success Manager (CSM) to develop strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with customers to ensure they realize value from insightsoftware’s Equity Plan Solutions, leading to both revenue retention and new revenue opportunities. You will liaise between key customer stakeholders and internal cross-functional teams, ensuring timely and successful solution delivery aligned to customer needs to improve the customer experience. Our ideal candidate embodies the voice of the customer to the insightsoftware team will lead customer adoption of our solutions to achieve business objectives.

Responsibilities

• Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
• Develop and maintain strong relationships with customers on various levels, from key decision makers to day-to-day users.
• Communicate effectively with cross-functional teams to enable effective delivery of products and services
• Collect customer feedback and work with internal teams (product, sales, engineering) to deliver product improvements
• Collaborate to identify and recommend solutions for complex business needs
• Forecast, track, and report key account metrics and clearly communicate progress to internal stakeholders
• Advocate on behalf of the customer with internal functional partners as needed
• Craft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutions
• Organize and execute communication strategies, including emails, one on one meetings, monthly update calls, and quarterly business reviews focusing on overall customer health and adoption statistics, product reviews, and contractual status checks
• Manage escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Monitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churn
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor’s Degree, preferably in business or related field
• At least 7+ years in a customer-facing or Customer Success role within a software or software-as-a-service organization.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levels
• Experience working with Fortune 500 companies as end customers
• High level of agility and ability to manage change
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
• Ability to travel up to 25%

Preferred Qualifications

• Experience with equity compensation products
• Working knowledge with reporting and analytics solution
• Experience that included resolution and escalation management

Additional Information

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.