Customer Success Manager

Insight Investments • Irvine, CA

5d • Onsite

About The Position

The Customer Success Manager will gain a well-rounded understanding of our customer-facing applications, with a primary focus on our lease and asset management platform. This role involves managing the onboarding of new customers by executing an onboarding program, leading activities such as initial orientation and discovering business objectives, and coordinating resources like software engineers for integration advice or troubleshooting. The Customer Success Manager will serve as the primary point of contact for customer-facing applications, assuming responsibility for overall customer account health throughout the entire lifecycle and driving customers to achieve their objectives. Responsibilities include preparing and delivering content to educate customers on business value and technical functionality, creating educational content in various formats (print, webinars, video), monitoring customer health trends, and executing activities based on risks and opportunities. This may involve running training sessions or partnering with the Technical Product Innovations Team for technical discussions. The role requires building a regular cadence with enterprise customers to review progress, provide advice, act as a customer advocate, and relay feedback or escalate issues internally. The Customer Success Manager will drive customer metrics, reference-ability, and advocacy, track customer issues to resolution, and collaborate with the team on program development and improvement. Travel to customer sites will be required.

Requirements

• Previous experience in SaaS customer success management, account management or technical account management roles dealing with technical/software dev related solutions
• General knowledge across cloud, web and mobile software architecture
• Enjoy working with customers and helping them solve problems
• Excellent listening skills, presentation skills and engaging personality
• Ability to forge and maintain relationships with key customer stakeholders and internal Insight Investments stakeholders
• Proven success across project management, process improvement, crisis management, service excellence
• Diligent and organized, willing to get hands on in a fast-paced growing companny
• Bachelor’s degree or equivalent work experience is required
• Must be highly motivated individual with high level of initiative and an attitude of willingness
• Must be team player willing to assist others at all levels of the organization
• Strong verbal and written communication skills; and excellent interpersonal skills with the ability to provide superior customer service and maintain cooperative working relationships
• Strong organizational and time management skills with the ability to multi-task and work autonomously or with a team
• Strong attention to detail
• Ability to communicate effectively on a one-on-one basis or in group setting
• Ability to exercise strict confidentiality

Nice To Haves

• 3-5 years’ experience in the Equipment Finance and/or Leasing space is a plus
• Previous experience with LeaseWave or LeasePlus lease accounting systems a plus

Responsibilities

• Gain a well-rounded understanding of our customer facing applications with a primary focus on our lease and asset management platform
• Manage the onboarding of new customers: Executing an onboarding program through both directly leading certain activities, such as initial orientation and discovering business objectives, and coordinating other key resources such as a software engineer to deliver deep integration advice or troubleshoot implementation issues
• Serving as the customer's primary point of contact for our customer facing applications and assuming responsibility for overall customer account health through the entire lifecycle, driving customers to achieve their objectives.
• Prepare and deliver content to educate customers in both business value and technical functionality
• Create valuable, distributable content for the education, onboarding and maturing of our customers in multiple formats including print, webinars and video
• Monitor customer health trends and execute activities based on risks and opportunities. This could include running a training session on a particular feature, or partnering with a Technical Product Innovations Team member to deliver a deep technical discussion
• Build a regular cadence with enterprise customers to review progress of onboarding, achievement of goals, provide valuable input and advice and act as the customer advocate - relaying feedback and escalating issues within internal teams at Insight Investments
• Drive customer metrics, customer reference-ability and advocacy
• Track all customer issues to timely resolution escalating as needed to product and engineering teams
• Enjoy working with customers and helping them solve problems
• Take the initiative to grow the role and grow in the role
• Work with the team in program development and improvement
• Travel will be required to customer sites

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level