Senior Customer Success Manager

Summary

Join Ivanti's expanding team of customer success advocates and partner with our largest and most complex accounts to ensure their success with Ivanti products. You will own the successful adoption of Ivanti products, driving measurable value within your assigned accounts. Develop trusted advisor relationships with customers, nurturing them into strong advocates and identifying early warning signs to mitigate risks. Collaborate with internal teams to identify expansion and upsell opportunities. Provide leadership and mentoring to other CSMs, and manage the onboarding process for new strategic customers. You will track, report, and act on key metrics for customer adoption and value realization, and effectively address customer satisfaction and escalations. Coordinate internal resources and cross-functional teams to meet customer needs.

Requirements

• Fluent English and preferably German or Dutch
• Ability to learn fast, embrace change and shift directions when required
• Ability to work collaboratively as part of a highly effective and result orientated team
• Naturally curios and a keen problem solver
• Minimum 5 years relevant work experience in the field of project management, customer service, professional services, consulting
• Expertise and experience dealing with large accounts at the most senior IT and business levels
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
• Software experience with on premise and cloud-based technologies, preferably SAAS software
• Ability to prioritize, multi-task, and perform effectively under pressure
• BA/BS degree (or equivalent; MBA or advanced degree preferred)
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation

Responsibilities

• Own the successful adoption of Ivanti products driving measurable value within a defined group of strategic accounts
• Develop a trusted advisor relationship with customers assisting them along the maturity curve
• Nurture accounts developing them into strong advocates
• Identify early warning signs with accounts, allowing early mitigation of value blocking risks
• Work alongside your teams to spot potential expansion and upsell opportunities that will help your customers drive further successes
• Provide leadership and mentoring to other CSMs
• Own the onboarding process for new Ivanti strategic customers
• Work with your customer’s teams to build and enhance their Ivanti skillsets
• Assist customers with identifying and defining use cases for Ivanti Products
• Oversee customers through the initial launch of use cases on Ivanti platforms
• Collaborate with your customers to develop and execute customer success plans to drive adoption and growth
• Track, interpret, report and action on key metrics for customer adoption and value realisation
• Document the findings from customer interactions and communicating them to various teams inside Ivanti
• Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer
• Identify the needs of your customers and coordinate the appropriate responses cross-functionally including Product Management, Support, Professional Services, Training and Partners