United States onlyProvision IAM is a trailblazing software and services company, delivering cutting-edge SaaS-based solutions for Identity and Access Management to financial institutions. Our expertise extends beyond IAM, with a custom digital solutions agency that serves a diverse array of industries, including financial, higher education, and other regulated businesses.
With over 28 years of industry leadership, Provision IAM is dedicated to optimizing digital operations and managing identity access. Our team is a unique blend of highly creative and technically skilled professionals who share a passion for integrating seamless, innovative solutions into our clients' systems. We pride ourselves on our ability to combine technical excellence with creative problem-solving, ensuring that our clients receive the best possible service and support. Join us and experience the difference of partnering with a company committed to your success.
The Customer Success Manager plays a crucial role in our operations. They efficiently manage a portfolio of customers that vary in size and complexity, ensuring the configuration of product features meets customers’ needs within the parameters of the “in the box” IAM solution. Their ultimate goal is to have customers find success with the Provision product. The Customer Success Manager drives implementations to completion by anticipating the customer's needs and ensuring alignment between the internal teams at Provision and the client team.
This role reports to the Director of Customer Care. As a senior member of the Solutions organization, the Customer Success Manager will execute on plans to deliver a best-in-class customer support experience.
Requirements
Key Responsibilities
In collaboration with the Implementation Specialist, facilitate and guide Provision customers through the onboarding process.
Facilitate working sessions between our Implementation Specialists and customers to ensure a smooth and successful onboarding process.
Keep stakeholders across the organization apprised on the progress of onboarding.
Execute project plans following the defined sequence of activities needed to successfully complete onboarding.
In partnership with the Implementation Specialist, consistently meet agreed upon onboarding milestones, and escalate issues, concerns, or blockers, to the Director of Customer Care.
Drive NPS Goals/targets: Seek to understand client feedback from the NPS survey, deriving insights that lead to action and continuous improvement.
Lead QBRs with clients to showcase the value of Provision IAM and identify opportunities to develop and strengthen the partnership.
Possess a deep understanding of Provision and how it aligns with the customer’s strategic goals. Leverage this knowledge and the trust built through the relationship to achieve a target of 100% renewal and zero churn.
Manage the pace of onboarding, identifying blockers and working across teams to resolve issues quickly ensuring timely completion of milestones.
Communicate effectively with clients at each stage of onboarding, and beyond go live, to manage support issues and identify additional opportunities.
In partnership with the Implementation Specialist, gather and share feedback for improvements to both processes and product features
Identify opportunities for technology to enhance, improve, and speed up the onboarding process.
Requirements
1. Educational Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
2. Experience:
- Proven experience as
3. Minimum of 3 years of documented experience in technical customer-facing roles, consistently demonstrating proficiency and effectiveness in engaging with customers.
Minimum of 3 years of proven success as a Customer Success Manager within the software or IT sector, with a successful track record of fostering client relationships, understanding complex technical requirements, and driving projects to completion.
4. Communication Skills:
- Excellent communication and collaboration skills to work effectively with cross-functional teams. OR Exceptional communication and collaboration skills, enabling effective teamwork across diverse functional departments, including sales, product development, and operations.
Proficient in coordinating and leading productive client working sessions, adept at fostering collaborative environments, and skilled in guiding clients through problem-solving processes to achieve successful outcomes.
Exceptional organizational skills, self-motivation, and the ability to thrive in a remote working environment are essential.
- Ability to translate business requirements into technical solutions. OR Proficiency in translating business requirements into practical technical solutions.
- Proficient in rapidly assimilating new technologies.
Other Requirements:
Must be authorized to work in the United States; Provision IAM cannot sponsor work visas.
Must be highly proficient in written and spoken English
In compliance with federal law, all persons hired must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.
All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, or national origin.
Salary $70,000 to $90,000 will be commensurate based on experience. Currently, we are only looking for candidates interested in full-time employment. No phone calls, please.
If you are a results-driven Customer Success Manager passionate about providing exceptional service to our clients, we invite you to apply. Join our dynamic team and contribute to the ongoing success of our organization's security infrastructure.
