LMI

Customer Success Manager

LMI

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

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About the role

  • Work with users and subject matter experts to clearly understand and define their challenges, problems, motivations, triggers, and aspirations
  • Become an expert in and help to continually shape and refine LMI's customer success methodology
  • Drive the customer engagements for customers in your portfolio, understanding each customer's needs and challenges
  • Ensure customers are technically healthy and on the most recent version of our product
  • Identify criteria for assisting your customers by using Success Plays in the Success Platform
  • Promote LIGER Tool customer success stories and processes
  • Ensure that customers obtain the maximum value from their LIGER tool investment and use their licenses
  • Work with LIGER teams to improve product adoption and increased footprint
  • Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
  • Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes
  • Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

Requirements

  • 3+ years of experience providing customer professional services or related business support
  • Experience working within the Federal technology industry
  • Ability to provide independent comprehensive services to a broad range of stakeholders and customer networks
  • Familiarity with digital transformation, or project management
  • Experience resolving issues through root cause and business process analysis
  • Experience with customer onboarding, including supporting success definition, KPIs, and ongoing performance management for product implementations
  • Ability to work with customers (organizations and end users) to identify requirements and design product-oriented solutions to their priority pain points or opportunities
  • Experience in working collaboratively with customers and enterprise support functions (product management, product marketing, engineering, training and adoption)
  • Familiarity building and deploying key customer success artifacts (e.g., requirements documentation, tutorials, user guides, lightweight product training, etc.)
  • Comfortable with learning and explaining technical products or services
  • Ability to manage multiple customers and priorities simultaneously
  • Works well in a collaborative team environment, partnering with sales, product, and support teams.
Benefits
  • Professional development
  • Clear career paths
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingroot cause analysisbusiness process analysisKPI managementdigital transformationproject managementrequirements documentationuser guidesproduct trainingperformance management
Soft Skills
customer advocacyrelationship buildingcollaborationproblem solvingindependent service provisioncommunicationstakeholder engagementtrust buildingmulti-taskingadaptability