Customer Success Manager

• Manage the administration and optimization of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero).
• Partner with RevOps on Salesforce integration, data hygiene, reporting, and system-driven automation.
• Support and optimize customer support/call center and ticketing systems (e.g. Intercom, Jira, Zendesk).
• Refine and maintain scalable system workflows supporting onboarding, health scoring, renewals, and expansion.
• Build dashboards and reporting that measure retention, Net Revenue Retention, onboarding velocity, and value realization.
• Identify repeatable CSM activities and implement automation to support tech-touch workflows, reduce manual effort, and improve consistency.
• Leverage AI and automation tools (e.g., copilots, generative AI, workflow platforms) to enhance account insights, risk detection, and customer communications.
• Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion.
• Enable CSM adoption of tools, workflows, and standardized processes through training and documentation.

Customer Success Operations Specialist

Platform Engineer

• Lead a cross-functional pod of 4-8 engineers, setting technical direction while staying hands-on
• Design and build a stateless API gateway that enables external AI assistants to query IDC's intelligence platform
• Architect multi-platform channel adapters for email, Slack, and Teams delivery
• Build shared infrastructure: authentication, identity linking, rate limiting, thread mapping, and audit logging
• Define interfaces and contracts with adjacent teams (AI Orchestration, Search & Data Services)
• Write production code. This role is coding more than 50% of the time

Lead API/Platform Engineer

Product Manager

• Own the product vision, long-term strategy, and roadmap for a foundational capability within IDC’s next-gen discovery platform.
• Define the data models, technical architecture, and platform interfaces that power intelligent, context-aware product experiences.
• Partner with engineering to design and deliver scalable APIs, system components, and observability layers that enable extensibility and reuse.
• Collaborate with AI/ML teams to integrate capabilities such as semantic search, LLM-powered assistants, personalization, and classification systems.
• Write PRFAQs and technical narratives that align senior leadership, drive clarity across functions, and accelerate high-judgment decisions.
• Engage directly with CIOs, analysts, and vendor partners to validate pain points and iterate toward product-market fit.
• Define success metrics, build telemetry strategies, and use experimentation to drive continuous learning and iteration.
• Serve as the single-threaded owner for your domain, mentoring others and raising the quality bar across the organization.

Principal Product Manager – Technical

• Own the product vision, roadmap, and backlog for the persistent memory and proactive intelligence
• Define memory scope policy: what the platform remembers, what it doesn't, and the boundary between personalization and PII
• Define the product model for proactive intelligence: materiality thresholds, briefing content scope, delivery channel preferences, and opt-in/opt-out design
• Author detailed requirements and acceptance criteria for memory tiers (compactification, cross-conversational retrieval, extractive memory) and living intelligence features (change detection, briefing composition, delivery routing)
• Make daily prioritization and scope decisions with the engineering team
• Define quality criteria for memory accuracy, retrieval relevance, and briefing usefulness — and work with the Quality & Evaluation function to make them measurable
• Collaborate with the Channel & Integration Pod to ensure memory and proactive delivery work seamlessly across web, MCP, email, and Slack/Teams
• Work with legal and compliance stakeholders on data governance, retention policy, and user control requirements
• Represent the pod's roadmap and progress to leadership

Technical Product Lead

Financial Planning and Analysis

• Grants Budgeting, Monitoring and Reporting
• Develop relevant budgets for potential grants and projects in collaboration with the Executive Director and regional or project personnel.
• Provide financial analysis and support for budget planning and forecasting.
• Develop and maintain systems to regularly provide financial reports to internal teams and management, including monthly and quarterly financial reports.
• Consolidate and analyse IDC’s use of resources and budget variances, and provide recommendations for cost-saving and financial efficiency as needed.
• Grants Compliance
• Oversee the implementation of the Chart of Accounts and Job Coding system to meaningfully reflect the activities of the organisation, and track grant expenditure against approved accounts in IDC’s finance systems.
• Ensure donor-specific financial requirements are followed, and maintain grant finance folders and supporting documentation.
• Ensure all grant income and expenditure are attributed correctly in line with funding agreements and internal arrangements.
• Prepare donor financial reports, and flag budget variances early.
• Collaborate with Finance Coordinator to maintain up-to-date grant and income record keeping.
• Financial Compliance
• Monitor and administer any financial entitlements service and law changes for Netherlands-based staff, update relevant team members as needed.
• Ensure timely and accurate lodgements and filing of Netherlands tax obligations and financial reporting for Stichting IDC, including ANBI reporting, annual reporting, wage tax reporting, and all other statutory financial reporting.
• Banking and Accounting
• Monitor deposits, transfers, withdrawals on IDC’s Netherlands banking, and implement payments, including payroll.
• Conduct reconciliation for IDC’s Netherlands bank account in a timely manner, correctly allocating income and expenditure.
• Ensure accurate financial data administration, and that the account is balanced at the end of each month.
• Maintain relationships with Netherlands banking and ensure optimal services.

Grants and Finance Officer

• Responsible for supporting IDC’s financial stewardship across its grant portfolio.
• Develop relevant budgets for potential grants and projects in collaboration with the Executive Director and regional personnel.
• Provide financial analysis and support for budget planning and forecasting.
• Ensure donor-specific financial requirements are followed and maintain grant finance folders.
• Collaborate with Finance Coordinator to maintain up-to-date grant and income record keeping.

Grants & Finance Officer

Sales

• This position will be responsible for developing and driving several million dollars annually of consulting and go to market content revenues.
• As a member of a collaborative team, the Sales Executive will be responsible for developing an in-depth knowledge of IDC Consulting capabilities, including custom market research and content marketing services, as well as building strong relationships with multiple individuals (account managers, consulting project management professionals, research analysts) across IDC.
• The individual will prospect for new and incremental opportunities, work with consulting project management professionals in proposal generation, and be responsible for closing business and follow up on customer relations.
• This position requires tremendous collaboration and communication with various IDC account and consulting teams.

Sales Manager

Director

• Manage and oversee all aspects of the Deal Desk, including process definition, deal structuring, pricing approvals, discounting, and contract management.
• Continuously define, refine and optimize Deal Desk processes, workflows, and tools to improve sales cycle time and reduce friction in the deal-making process.
• Verify that contracts meet all legal requirements, adhere to internal policies, and obtain necessary financial approvals.
• Partner with Sales, Legal, Finance, and Product teams to streamline deal processing and resolve any contractual or pricing issues.
• Advise on optimal deal structures to drive revenue growth, balancing customer needs with corporate policies.
• Track key deal metrics, providing insights and recommendations to enhance sales efficiency and profitability.
• Oversee complex deal structures, pricing, and discount requests, ensuring alignment with company strategy and profitability goals.
• Contribute to the evolution of pricing models and deal desk processes, ensuring scalability and best-in-class practices.
• Manage and enhance CRM and deal management tools to support accurate, efficient, and transparent deal operations.

Deal Desk Director

Program Manager

• Requirement Gathering & Analysis: Collaborate with stakeholders to identify internal user needs and functional requirements.
• Document and prioritize feedback to inform technology configuration, customization, and deployment.
• Assist with planning, coordination, and tracking of pilot programs.
• Develop prototype environments to support proof of concept using tools available within the Process & Support Organization.
• Monitor progress, gather feedback, and contribute to refining deployment strategies.
• Support the successful rollout of tools across departments by engaging in configuration, testing, and deployment processes.
• Serve as a key point of contact for internal users with questions about the execution of the market intelligence production process.
• Collaborate with the training and enablement group to develop and maintain user guides, FAQs, and training materials.
• Provide 'how-to' support and conduct small-group or 1:1 training sessions.
• Help execute change management plans to drive adoption. Champion ongoing usage and best practices across teams.
• Track project tasks, timelines, and risks. Facilitate knowledge sharing and learning through workshops, office hours, and internal documentation.
• Ensure stakeholders are regularly informed of progress and next steps.

Research Operations Program Manager

• Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization as the foundation of all interactions.
• Build and scale frameworks, methodologies, and enablement programs that upskill the team in consultative, outcome-focused engagement.
• Serve as a change agent, creating clarity, buy-in, and excitement for transformation across global teams and customers.
• Develop and execute a global customer success strategy that ensures consistent delivery of value, strong retention, and account growth across all regions.
• Establish clear goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact.
• Serve as the voice of the customer at the executive level, influencing product roadmap, go-to-market strategy, and company priorities.
• Lead and scale a distributed team across three regions, ensuring regional alignment while accounting for local market needs.
• Build standardized processes, playbooks, and tools to drive efficiency, scalability, and consistency in customer engagement.
• Oversee customer health monitoring, success planning, and risk management to proactively address churn drivers and identify expansion opportunities.
• Foster long-term executive relationships with key customers, positioning IDC as a strategic partner.
• Champion customer value realization by ensuring customers achieve measurable ROI and business outcomes.
• Drive initiatives that improve NPS, customer advocacy, and case studies/testimonials to strengthen brand reputation.
• Collaborate with Sales leadership to align on renewal, expansion, and upsell strategies.
• Partner with Product and IT to bring structured feedback from customers into the product lifecycle.
• Work with Product Marketing to amplify customer success stories and strengthen customer engagement programs.
• Lead with authenticity, inclusivity, and accountability to create a culture of trust, empowerment, and performance.
• Attract, retain, and develop top talent across regions, with a focus on succession planning and leadership development.
• Champion continuous learning and professional growth to elevate customer success capabilities at all levels.

SVP, Global Customer Success

Product Marketing

• Develop and execute comprehensive compensation plans that align with sales objectives and growth targets, collaborating with leadership to ensure strategies support overall business goals.
• Collaborate with Finance and other stakeholders on the administration of sales compensation plans, ensuring timely and accurate payouts, and establishing clear guidelines and policies for consistency and fairness.
• Utilize data-driven insights to refine compensation models, track and analyze metrics, and provide regular reports and insights to senior management on trends and outcomes.
• Communicate compensation plans and changes effectively to the sales team and stakeholders, serving as the primary point of contact for inquiries and providing guidance and support.
• Work with sales leadership to forecast, model, and plan for revenue and sales targets, ensuring compensation structures support sales goals.
• Work closely with HR, Finance, Sales Operations, IT, and data teams to ensure alignment, integration, and leverage of compensation management and reporting technology.

GTM Compensation Manager

Account Executive

• Identify and pursue new business opportunities with existing clients in the IT and technology sectors across all IDC product lines.
• Deliver the best possible customer experience to our clients daily.
• Develop and manage a pipeline of existing accounts to maintain and expand the current revenue base.
• Understand client needs and challenges and match them with appropriate research solutions from IDC.
• Prepare proposals, conduct client presentations, and negotiate contracts.
• Build and maintain strong relationships with key stakeholders and decision-makers.
• Meet or exceed sales targets, KPIs, and performance metrics.
• Maintain detailed records of sales activities and accurate forecasting in CRM systems (e.g., Salesforce).