Job Description
Company Overview:
Identity Automation is the leading provider of identity and access management (IAM) solutions designed specifically for educational institutions. Our innovative Software-as-a-Service (SaaS) offering, RapidIdentity Cloud (RIC), empowers K-12 districts to streamline access, enhance security, and improve efficiency. We are passionate about making a difference in the lives of educators and students by simplifying identity management.
About the Role:
As our Customer Success Manager, you will be at the forefront of ensuring that our customers, primarily K-12 districts and Higher Education institutions, have an exceptional experience with our solutions. You will work closely with school districts and universities to understand their needs and ensure that they achieve their desired outcomes. By advocating for our clients internally, collaborating with key teams and leaders, and monitoring the health of each relationship, you will drive maximum value for our customers and generate retention and upsell opportunities.
In addition to a competitive base salary and benefits program, we offer incentive compensation for eligible employees. We are looking for a candidate with great communication skills who is familiar with Salesforce and Customer Success software (ChurnZero), but most importantly, someone who is passionate about delivering outstanding customer experiences.
Join the team at Identity Automation and make a difference in the lives of educators and students across the country!
Responsibilities:
Drive Net Revenue Retention (NRR): Own and seek to exceed NRR goals for your assigned portfolio of accounts. Drive healthy customer success metrics and scoring. Develop a pipeline of upsell and crosssell opportunities for your assigned portfolio, striving to hit assigned targets.- Customer Advocacy: Be the primary point of contact for your assigned accounts, proactively addressing their needs and ensuring their satisfaction. Focus every interaction on the results they seek and how Identity Automation can help them achieve those results.
- Account Management: Develop and execute Account and Customer Success Plans for your book of business, establishing clear retention goals, milestones, and success metrics. Triage and respond to customer queries in a timely way.
- Relationship Building: Cultivate strong relationships with key stakeholders within each district, including C-level executives and IT staff. Build trust and become a valued advisor. Provide an Identity Automation customer experience consistent with our values.
- Drive Value of RapidIdentity Solutions: Collaborate with the Enablement and Services Teams to guide new customers through the onboarding process. Ensure adoption of RapidIdentity Cloud for all customers in your portfolio. Provide ongoing support and guidance to maximize their use of the platform. Mitigate risk and escalate concerns to provide best-in-class service for your customers.
- Strategy and Problem Solving: Proactively identify and address customer challenges, collaborating with internal teams (Support, Product, Engineering, etc.) to find effective solutions.
- Product Advocacy: Promote the value of RapidIdentity Cloud and identify opportunities to upsell additional services and products that align with customer needs.
- Customer Insights: Gather customer feedback and share insights with the product team to drive continuous improvement.
- Reference Program: Identify and nurture customer advocates, connecting them with other clients and prospects as references.
- Continuous Learning: Maintain a deep understanding of Identity Automation's products, services, and the evolving needs of the K-12 education market.
All other tasks, responsibilities and duties as assigned
Qualifications:
- Bachelor’s Degree or commensurate qualifications and experience
- 5+ years of experience in Customer Success, Sales, or Account Management; or equivalent experience serving districts in an IT capacity for a similar tenure
- K-12 market experience highly desired
Abilities and Skills:
K-12 Expertise: Experience working with K-12 school districts is highly desired. Understanding of the unique challenges and opportunities within the education sector.- Communication & Presentation: Excellent communication, presentation, and interpersonal skills. Ability to effectively communicate with stakeholders at all levels, including influencing C-level executives.
- Problem-Solving: Strong analytical and problem-solving skills. Ability to identify and resolve customer issues effectively. Attention to detail and ability to manage competing priorities, and the skill of dealing with ambiguity.
- Technical Aptitude: Comfortable with technology and SaaS solutions. A willingness to learn new technologies is essential.
- Experience with Salesforce or other CRM systems is preferred.
- Proficient in Microsoft and G-Suite; experience with CS software (i.e. ChurnZero, Gainsight, Totango) preferred.
- Customer Focus: Passionate about delivering exceptional customer experiences. Dedicated to understanding and exceeding customer expectations while mitigating potential concerns. At least one year experience in a Customer Success Team or equivalent role.
- Collaboration: Ability to work effectively across cross-functional teams. Strong team player. Get-it-done mindset: not afraid to roll up your sleeves, find and research a creative solution or share ideas around improvements.
- Time Management: Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Experience working cross functionally with a team spanning multiple time zones.
- Self-Motivated: Highly motivated and results-oriented. Proactive and takes initiative. Able to maintain positivity with shifting priorities.
Additional Notes:
- Up to 25% Travel
- Variable Compensation: Combination of Net Revenue Retention (NRR) and Upsell Goals
- Annual and quarterly Cross Sell/Upsell targets
- Contract Renewal with uplift, leading to Net Revenue Retention (NRR)
Visit Original Source:
http://www.indeed.com/viewjob