Enterprise Customer Success Manager
Ntirety, United States
Job Description
COMPANY OVERVIEW:
Ntirety provides Multi-Cloud Managed Solutions that enable IT to shift from managing operational risk to creating a future-ready, agile enterprise. Ntirety is the only Managed Solutions Provider for multi-cloud solutions with guaranteed business outcomes. Our solutions are backed by the industry’s first and only Guidance Level Agreements (GLAs): actionable insights that improve mission-critical application security, cost, and agility. Our engineers in North America, Europe, and Asia deliver solutions that shift tactical Enterprise IT operations to business transformation for thousands of global customers. With fourteen data centers around the world, Ntirety also ensures strict compliance to PCI, HITRUST, HIPAA, FERPA, and GDPR guidelines and regulations.
We are first and foremost a service company, enabled by technology not the other way around. We believe that service is the core to creating a vibrant, built-to-last organization. If this mission sounds like it would get your blood pumping, then we should talk. We are a passionate team, but we are small, so we seek someone that can roll up their sleeves and do vs. direct. Our hope is that speaks to you!
Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.
For more information about Ntirety, please visit www.ntirety.com or check out our @lifeatntirety Instagram and Twitter pages.
POSITION PURPOSE:
The Customer Success Manager will take a leadership role in maintaining relationships with clients by leading the post-sale account management team. The role is responsible for the management of programs designed to accelerate revenue, improve overall productivity, and sales effectiveness of Ntirety’s customers. This position will be required to interface with internal and external functional teams to improve processes, products and marketing efforts. In addition, they will be responsible for the development of not only themselves but the Customer Success Team as we further define our customer experience. This position will partner with other internal groups to support multiple sales enablement initiatives aimed at adding value to the customer relationship and empowering their sales force with training, coaching, sales management and tracking.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- Act as a trusted advisor to key business stakeholders and sponsors to drive product adoption and ensure they leverage Ntirety’s product and solutions to achieve their business goals with measurable outcomes
- Operate as the lead point of contact for any and all matters specific to your account base
- Partner with Strategic Account Executives and Technical Account Managers to manage, retain and grow your business
- Work with customers to design their Customer Experience Programs aligned with Ntirety’s customer-first approach and product capabilities, while ensuring customer objectives are clearly documented and reviewed throughout the customer journey
- Analyze client portfolio to proactively identify churn risk, renewals, up-sell opportunities, and outreach strategy on a quarterly basis
- Effectively navigate client’s organization to grow our relationships and influence
- Define Customer Reporting and manage the process to automate the reports
- Map out organizational structure of your assigned customers within 60 days of start
- Identify product adoption and white space within 60 days of start, while collecting customer feedback and ensuring the feedback reaches the necessary departments
- Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations
- Track customer metrics and sentiment to identify churn risk and work proactively with sales and executive sponsors to address/eliminate that risk, while simultaneously identifying up-sell opportunities when applicable
- Create real reference-able clients in 25+% of client base and work closely with the marketing team to define and highlight these clients
- Prioritize and drive resolution on escalated customer issues
- Monitor and facilitate customer adoption of our solution features and functionality while providing an understanding of their overall business needs as they relate to our products
- Document all communication with users and accounts accurately and in a timely manner in Salesforce
- Provide product training, on-boarding and escalations for new and existing customers
Requirements
- Bachelor’s degree or equivalent experience
- 2+ years of experience in Customer Success
- Experience with Salesforce
- Flexible schedule for related customer issues or escalations
- Dat