Ordr is looking for a Customer Success Manager who will be responsible for developing customer relationships that promote retention and loyalty. Our Customer Success Managers work with customers to continuously align goals, ensure customers are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.
This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the VP of Customer Success, the work is remote but location should be in the US.
KEY RESPONSIBILITIES
Guiding the customer during on-boarding and for the life of the subscription.
Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements.
Lead a customer onboarding experience, adoption, and expansion across a range of relationships
Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption
Identify and escalate risks to the customer and support team to achieve client success
Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments
Identify risks to with our clients actively and collaborate with internal teams to remediate client concerns
Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer's success
Deliver quarterly executive business reviews to clients to promote wider use of the Ordr platform, help identify and drive new use cases to enhance their ROI
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer
Coordination leveraging Ordr's technical resources to help resolve customer issues and drive adoption
Track and report on customer health, status, projects, progress and issues
Become own customer's trusted advisor to help them leverage our tools and capabilities
Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers
Manage customer projects and work with partners to achieve success
Develop and nurture customers to become Brand Ambassadors on behalf of Ordr
Help drive customer references and case studies
EXPERIENCE & QUALIFICATIONS
5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.
Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access and cloud.
Experience work with HTM and BioMed customers is very beneficial
Strong empathy for customers AND passion for customer success
Used to working at multiple levels of an organization, from executives to technical engineers
Excellent communication, documentation and presentation skills
Technical curiosity
Attention to detail
Emerging IT security startup experience
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
Strong interpersonal skills and experience building strong internal and external relationships
Consistent track record of highly professional customer service in a fast-paced, dynamic environment
Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
Experience with CSM and CRM tools
Account Relationship management
Diplomacy, tact, and poise under pressure when working through customer issues
Strong document, presentation, and verbal communication skills
Salary Range $120,000 to $150,000 Annual
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