Scale Customer Success Manager

Ivanti

About The Position

In this role you’ll be an important voice for our scale customer segment—Helping to shape company priorities and future product offerings. Your recommendations and professional efforts will help define how we innovate to serve our fastest-growing customers. You’ll have the freedom to design and launch your own campaigns, programs, and experiments. At Ivanti We trust our team to take smart risks and iterate rapidly. Your input will help define how we innovate to serve our fastest-growing customers. This position will also help you gain experience that’s highly sought after at all leading tech companies Why this role matters: Our Scale Customer Success Managers are individual contributors within a global team who ensure that our customers derive maximum value and utilization from our products and services such that they renew as part of the hybrid digital/CSM model. In this role, you will be delivering strategic engagements to global customers in the Scale segment, as well as supporting the team’s development of said engagements, all with the goal of driving NRR. You will be measured on NRR (primarily a team target to which you will contribute), and other metrics under development that will likely include customer satisfaction (CSAT), engagement turnover rate, and contributions to development of the Scale Customer Success practice (i.e. working tools, methods, best practices)

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

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.

Benefits

Friendly flexible working model: Empower excellence whether you’re at home or in the office and support work-life balance.
Competitive compensation & total rewards: Including health, wellness, and financial plans tailored for you and your family.
Global, diverse teams: Collaborate with talented people from 23+ countries.
Learning & development: Grow your skills with access to best-in-class learning tools and programs.
Equity & belonging: We value every voice. Your story helps inform our solutions for a changing world.

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