Customer Success Manager

Customer Success Manager

We are on the hunt for a Customer Success Manager who recognizes the importance of cultivating long-term customer relationships that result in high levels of satisfaction and in turn, profitable and growing business for our organization.

This is a role that requires an ongoing evaluation of existing clients’ collaboration strategies to create joint business plans, which will ensure client satisfaction and the opportunity for Igloo to become a trusted business partner.

Apply on page or simply send an email to [email protected]

Key responsibilities

  • Manage a portfolio of Igloo’s large-midsize customers, with a focus on developing strong, referenceable relationships
  • Accountable for customer loyalty, retention and growth
  • Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks
  • Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and Igloo, including those at the executive and operational levels
  • Develop a consultative relationship with each customer and work in conjunction with other Igloo teams and SMEs to provide solution planning and execution
  • Understand and articulate Igloo's unique value propositions in terms relevant to each customer.
  • Become a credible product expert, delivering virtual product demonstrations and answering product questions as necessary.
  • Liaise with Marketing to execute customer marketing campaigns that drive customer engagement.

Knowledge, skills and abilities

  • Experience managing and expanding customer relationships, including those at the executive level.
  • Experience articulating specific value propositions and action plans to senior level executives
  • Direct work with establishing strategic outcomes and measurements
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Experience within a fast paced, growth organization is ideal
  • Excellent communication skills and analytical skills
  • Achievement oriented, with the ability to multi-task and handle multiple clients in a dynamic, fast-paced environment.
  • Deep understanding of online communities and related technologies such as Content Management (CMS), Web Content Management (WCM), CRM, Portals, Cloud, and Enterprise Software Solution is a plus.

Education & Work Experience

  • 5+ years experience managing customer relationships and managing programs for on-line communities or related technologies
  • Willing to travel as required.
  • Background in cloud technology is a big asset.
  • BBA/BS/BA or equivalent education and relevant experience.

Benefits of working at Igloo

Flexible work hours – you have a life outside of work, we get that!

Three weeks’ vacation to start.

Competitive compensation and benefits.

A parking pass paid by Igloo OR a cash incentive if one is not required.

Paid professional development as well as in-house training and mentorship opportunities.

A fun-filled and inclusive work environment – we work hard but never lose sight of having a good time.

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