Scale Customer Success Manager

Summary

Join Ivanti as an Associate/Manager of Scale Customer Success and ensure our customers maximize the value of our products and services. Deliver strategic engagements to global customers, supporting onboarding, adoption, and risk mitigation. Act as a trusted advisor, driving continued value and contributing to Net Revenue Retention (NRR). Effectively communicate with internal and external management to understand customer needs and maximize retention and growth. Review customer journeys, consultatively helping clients overcome issues and achieve goals. Facilitate interaction and workflow between project team members, ensuring on-time delivery of deliverables. Maintain a deep understanding of our product suite and identify upsell/growth opportunities. Collaborate with sales and marketing teams to build customer references and case studies. Work with the extended team to maintain best practices and customer support content. This role is measured on NRR and other metrics including customer satisfaction and contributions to the development of the Scale Customer Success practice.

Requirements

• 2-3 years of experience in account management and/or customer success
• Strong verbal and written communication
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to learn fast, shift directions, and work collaboratively on a highly effective team
• Knowledge of Salesforce, business intelligence and project management tools
• YOU MUST BE FLUENT IN ENGLISH AND PREFERRABLY GERMAN

Responsibilities

• Deliver engagements with target customers, supporting customer onboarding, adoption, risk mitigation and (in select cases) renewal
• Attend customer meetings as a trusted advisor to help drive continued value of our products and services, supporting our NRR
• Communicate effectively with both internal and external senior-level management to understand customer needs, to maximize retention and growth
• Efficiently review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, fully owning on-time delivery of committed customer and internal deliverables
• Maintain deep understanding of our Product Suite, with the ability to communicate to customers relevant solutions at appropriate moments
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment
• In targeted cases, work with the sales and marketing team to build customer references and develop case studies
• Collaborate with the extended team, including the field Success teams, to maintain best practices, as well as customer support content, with the help of the advantage team