Customer Success Manager

Summary

Join iTMethods as a Customer Success Manager and be the primary point of contact for clients, building strong relationships and identifying opportunities for growth. You will manage customer requests, facilitate meetings, and act as a liaison between clients and vendors. Responsibilities include developing customer proposals, documenting activities in Salesforce, and contributing to reporting and process improvements. You will provide strategic input on platform features and marketing materials, and stay current on industry best practices. This role requires 5+ years of experience in customer success or sales within SaaS, cloud, DevOps, or IT services, exceptional communication skills, and proficiency in tools like Excel, PowerPoint, Jira, Confluence, and Salesforce. The company offers a flexible work policy and opportunities for career growth.

Requirements

• 5+ years of experience in Customer Success and/or Sales, ideally within SaaS, cloud, DevOps, or IT services environments
• Exceptional communication, presentation, and negotiation skills, with the ability to tailor messaging for technical and non-technical audiences at all levels within an organization
• You are incredibly detail-oriented and accurate in your work
• Able to focus on the well-being of the customer and empathic to their needs and requirements
• Be able to understand the customer's needs and translate this to different departments within the organization to drive solutions
• You are passionate about technology and are a continuous learner
• You have a proven track record of sustaining and growing relationships to ensure timely renewals
• Excel and powerpoint wizard, with a familiarity with tools such as Jira, Confluence and Salesforce
• Strong problem-solving skills and the ability to understand the challenge, advise on a resolution and see it through
• Ability to prioritize work, multi-task and meet deadlines

Responsibilities

• Be the day-to-day contact to customers and build trust and rapport while identifying areas of opportunity for increased sales
• Perform activities supporting, renewing, and expanding opportunities within current clients
• Manage ongoing customer requests (e.g. budgetary, invoicing, growth opportunities, audit & compliance-related, etc.)
• Facilitate regular customer meetings
• Own the overall customer relationship and be their advocate at iTMethods
• Develop deep relationships within the customer account at many levels, becoming their trusted advisor
• Act as liason between customer stakeholders and appropriate vendor partners
• Provide support for contracting activities, including drafting and managing customer proposals
• Document client/prospect/lead activities in Salesforce CRM
• Build out and manage customer QBR’s, satisfaction surveys, internal KPI’s, and metrics
• Contribute to the regular reporting needs of the organization
• Contribute to process improvements, documentation and training within and between different cross-functional areas (e.g. Product, Pre-Sales, PS, Finance, Delivery, etc.)
• Provide strategic insight and input into defining and improving platform features, capabilities and new offerings
• Provide guidance and expertise on how the platform/services are represented in marketing materials, on the website and externally to the market
• Invest in continuous learning of our products, our partner’s products, and in the field of DevOps generally. Stay abreast of industry best practices and tools in Cloud Management, Security & Governance related to our business strategy and our platform(s) capabilities as they evolve
• Attend Customer and Partner events as required
• Organize and host Customer appreciation events to drive engagement, strengthen the relationship and expand your contacts with the client
• Maintain Partner Certifications as required
• Be flexible and open to shifting priorities and expanding/changing requirements of the business

Benefits

• Wellness allowance
• Lunch-and-learn demo opportunities
• Remote social gatherings