In this role, you will be responsible for all aspects of the customer relationship post-sale and throughout the customer lifecycle. You will become the customer's primary point of contact and their trusted advisor by leading them through a positive onboarding experience and delivering ongoing education to ensure their adoption and success with Ingage.
You will work closely with our Sales, Product and Support teams to share learnings and insights from customers and provide regular feedback and reporting to help optimize our customer success processes for customer satisfaction, retention and growth.
Value Focused: Evaluate the ROI of resources spent and incremental value generated from our activity.
Problem Solver: Curious to fully understand problems and take initiative to seek solutions and ensure we are driving value for the company.
Customer Driven: Relentless focus on the entire experience throughout the customer journey.
Be the primary point of contact for our customers
Work closely with the Sales team to smoothly onboard new customers to the Ingage Suite
Manage the onboarding curriculum and provide regular feedback to leadership on improvement recommendations
Manage the Customer Success Hubspot process
Manage all email and phone communication with customers including calling customers
Proactively identify and engage with customers based on their custom health
Report on customer health and align with Sales on up-sell opportunities
Serve as a backup for our Support lead as needed
Escalate customer bugs and feature requests, working closely the product team to influence upcoming releases.
Be knowledgeable of release schedules and release content
Organize, write and deploy newsletters and product release emails to customers
Own the product knowledge base
Recognize and confirm opportunities for customer testimonials and references
Ingage has a distributed workforce dispersed domestically in the United States and internationally. All employees work remotely. This position will require you to work east coast business hours.
Ingage offers a competitive compensation package commensurate with experience and incentive compensation based on performance.
2+ years of experience in a similar customer facing role in Customer Success and/or Account Management
Excellent writing and verbal communication skills
Strong empathy for customers and passion for revenue and growth
Understanding of software and technology with an eye towards benefits to end users
Analytical and process-oriented mindset
Excellent organizational and time-management skills to coordinate across teams
Flexibility and comfort in a fast-paced environment with rapidly changing business needs
Willingness to take direction and feedback
Preferred: Experience with Hubspot and JIRA
Preferred: Previous experience with SaaS based solutions
All your information will be kept confidential according to EEO guidelines.
Customer Success Manager - 100% Remote • New York, NY, United States
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