Senior Customer Success Manager

TECHNOMILE LLC•McLean, VA

3d•Hybrid

About The Position

TechnoMile is looking for a Customer Success Manager to join our team! This role owns a dedicated portfolio of customers on TechnoMile’s SIMS suite for industrial and personnel security. Our Customer Success Managers are responsible for building and maintaining strong working relationships with TechnoMile customers. They are proactive and act as an escalation point for issues that impact client success by identifying retention risks and growth opportunities. As a member of the Customer Success Team, this position will aim to expand TechnoMile’s adoption, retention, and ultimately, success.

Requirements

5+ years’ experience as a Customer Success Manager in B2B and/or SaaS industries
3+ years’ experience managing average ARR of $100K+
Customer Centric individual that has a verifiable track record of customer retention and growth through passionate customer service.
Clear understanding of the customer journey, focusing on building loyalty, capturing value, and fully enabling customers by identifying gaps or opportunities for growth.
Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
Previous direct experience interacting with C-level executives and managing contract renewals
Energetic and self-motivated; a team player who is also a proactive and creative problem solver, and carries a strong executive presence with solid communication and interpersonal skills, both written and verbal
Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms.
Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption
Ability to manage multiple priorities while maintaining strict attention to details, prompt responsiveness, and able to prioritize time and calendar.
Self-starter who is proactive and is able to own the ongoing success of both large and enterprise customers
Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
Experience working with cross-functional teams (e.g., Sales, Product, Marketing)

Nice To Haves

No prior experience with SIMS is required, but is strong plus
Experience in the government security space (e.g., Facility Security Officer, personnel security, industrial security, FSO-related compliance) is a strong plus
Working knowledge of Dynamics 365 (CE/F&O) as it relates to Power Platform extensibility

Responsibilities

Manage customer relationships with a portfolio of assigned accounts and/or projects
Own onboarding, adoption, and renewal for a portfolio of SIMS customers, supporting compliance-driven personnel and industrial security workflows
Meet customer retention goals and ensure consistently high retention rates for assigned accounts.
Serve as project manager for major and complex deployments of product upgrades for existing customers products or upsells of new products to existing customers
Build and maintain strong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle.
Act as POC for technical inquiries, issues or escalations from assigned customers and work with support agents and product teams to bring cases to conclusion
Gain a thorough understanding of assigned client’s needs, campaign objectives, and processes to ensure that they successfully adopt and deploy TechnoMile.
Ensure that customers derive maximum value from TechnoMile and collaborate with the sales team to help upsell additional services, integrations, and features.
Identify risks early and often to client success and aggressively/proactively engage the client whenever there is an identified retention issue.
Develop and execute retention plans and/or growth plans for customers.
Maintain current functional and technical knowledge of our products and future releases.
Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.