Customer Success Manager

Implan-posted 3 months ago
Full-time • Entry Level
Huntersville, NC
51-100 employees
Professional, Scientific, and Technical Services
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At IMPLAN, we enable consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts - and most importantly, how to leverage them. We are currently looking for a Customer Success Manager (CSM) with a passion for providing hands-on software and economic analysis support to clients. IMPLAN has a team of CSMs that are individually assigned clients and who personally serve as their primary support resource. CSMs play a pivotal role in ensuring clients' success and satisfaction with IMPLAN as both a product and a company on a daily basis. This person is expected to deliver customer outcomes by developing a clear adoption and retention strategy for the clients in the verticals assigned to them.

  • Develop a deep understanding of IMPLAN data and all IMPLAN products.
  • Onboard all new customers in the academic vertical by providing thorough and personalized orientation with regards to using the IMPLAN software.
  • Establish and maintain relationships with all academic clients including from the individual contributor to the senior management.
  • Achieve and maintain the target renewal retention.
  • Provide ongoing analytical support to clients across multiple communication platforms, including phone, e-mail, video conferencing, and the IMPLAN support ticketing system.
  • Successfully balance taking incoming orders and managing a high rate of renewals.
  • Identify expansion opportunities (upsell/cross sell) to grow customer spend.
  • Partner with the Education, Product, Marketing, and Data teams and serve as the voice of the customer.
  • Ability to multi-task and work with multiple software platforms simultaneously.
  • Strong skills in logic and problem solving, conceptual thinking, and deductive reasoning.
  • Strong research skills and experience with complex analytical problem solving.
  • Comfort with sales and upselling techniques.
  • Ability to communicate easily with professors, researchers, and university staff.
  • Excellent verbal and written communication skills.
  • Comfort and familiarity with a team-based work environment.
  • Ability to self-direct and prioritize with minimal supervision.
  • Willingness to adapt and be challenged.
  • Proficiency with Microsoft Office and Google Suites.
  • Fluency in English.
  • Experience in a software customer success, sales, or customer service position and a history of providing customer support.
  • Experience using the IMPLAN software or an understanding of input-output modeling and social accounting matrices.
  • Experience with Salesforce CRM, Zendesk, and Pendo.
  • Familiarity with web meeting tools, including RingCentral, Zoom, Microsoft Teams, Google Meet.
  • Foreign language skills.
  • Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance
  • Flexible Spending Accounts
  • Retirement 401k plan with Company Match
  • Gym Membership Reimbursement
  • Paid Time Off and 10 Company Paid Holidays
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