Customer Success Manager
Willowtree, LLC
Senior Manager, Customer Success
Exiger
full-time
Posted on:
Location Type: Hybrid
Location: McLean • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Support customers to optimize their return-on-investment in Exiger technology and due diligence products
- Manage the customer’s day-to-day external relationships across a customer portfolio and their usage of Exiger’s Technology Products
- Provide superior customer experience across all customer engagements; coordinate to meet and set customer expectations, advise on best practices, and evaluate and action customer feedback
- Communicate to relevant internal stakeholders on customer activity, pipeline, feedback and issues; support Account Management and Sales by communicating opportunities and contributing to Quarterly Business Review presentations, Optimization proposals and Change Orders
- Ensure any Technology Product issues are resolved as expeditiously as possible and that the Technology delivers at an optimum level according to the customer’s use case
- Coordinate with Application Support, Product, Delivery and Account Management to ensure Exiger’s full suite of expertise is brought to bear on the customer account
- Act as an Exiger brand ambassador by exhibiting positive and professional behavior both internally and externally
- Educate and train customers on Exiger products, scopes, and processes
- Effectively manage and balance workload to complete customer-facing responsibilities and internal tasks, prioritizing customer requests while maintaining high service levels
- Contribute to supporting the delivery of products and services to customers and evaluate feedback to assist with resolution and dissemination to stakeholders
Requirements
- 5+ years of Customer facing experience in current or previous roles in a SaaS environment
- Prior work with Gainsight, Planhat or other dedicated Customer Success software
- Experience with technology products, third party and supply chain risk
- Global Regulatory and Compliance process, systems, and due diligence experience is an added advantage
- Consulting experience is preferred
- Demonstrable ability to manage complex customer needs and requirements
- A keen interest to learn Exiger’s Technology Platform and the technical aptitude to do so
- Strong written and verbal communication skills and flexibility to respond to requests and customer inquiries promptly via email and/or telephone as needed
- Strong presentation skills – you will be hosting training sessions for customer staff
- Confident, not easily ‘flustered’ or comfortable with ambiguity and a fast-paced environment
- Ability to successfully negotiate with internal and external parties to effectively fulfill customer requests in a timely fashion
- Naturally proactive and a problem-solver. Comfortable working in both team settings and independently in a fast-paced professional environment
- Excellent organization and time-management skills; able to balance a portfolio of customer accounts
- Ability to assist with the development of new customer-facing team members and drive standards and protocols
- Inherent sense of ownership and accountability
Benefits
- Discretionary Time Off for all employees, with no maximum limits on time off
- Industry leading health, vision, and dental benefits
- Competitive compensation package
- 16 weeks of fully paid parental leave
- Flexible, hybrid approach to working from home and in the office where applicable
- Focus on wellness and employee health through stipends and dedicated wellness programming
- Purposeful career development programs with reimbursement provided for educational certifications
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSCustomer Success softwaretechnology productsthird party risksupply chain riskGlobal Regulatory compliancedue diligenceconsultingcustomer trainingproblem-solving
Soft skills
communication skillspresentation skillsnegotiation skillsproactivetime-managementorganization skillsflexibilityownershipaccountabilityability to manage complex needs