Location: Dhs,VA, USA
TechnoMile is looking for a Customer Success Manager to join our team! Our Customer Success Managers are responsible for building and maintaining strong working relationships with TechnoMile customers. They are proactive and act as an escalation point for issues that impact client success by identifying retention risks and growth opportunities. As a member of the Customer Success Team, this position will aim to expand TechnoMile's adoption, retention, and ultimately, success.
The day-to-day:
* Manage customer relationships with a portfolio of assigned accounts and/or projects
* Meet customer retention goals and ensure consistently high retention rates for assigned accounts.
* Serve as project manager for major and complex deployments of product upgrades for existing customers products or upsells of new products to existing customers
* Build and maintain strong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle.
* Assist and provide expert deployment of products and product upgrades, and program-manage customer issues and concerns.
* Act as POC for technical inquiries, issues or escalations from assigned customers and work with support agents and product teams to bring cases to conclusion
* Gain a thorough understanding of assigned client's needs, campaign objectives, and processes to ensure that they successfully adopt and deploy TechnoMile.
* Ensure that customers derive maximum value from TechnoMile and collaborate with the sales team to help upsell additional services, integrations, and features.
* Identify risks early and often to client success and aggressively/proactively engage the client whenever there's an identified retention issue.
* Develop and execute retention plans and/or growth plans for customers.
* Maintain current functional and technical knowledge of our products and future releases.
* Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
Who you are:
* 3+ years' experience in Account Management, Customer Success, Professional Services or Implementation Services roles in Data, B2B, and/or SaaS industries
* Bachelor's Degree in Business or related field
* Customer Centric individual that has a verifiable track record of customer retention and growth through passionate customer service. Clear understanding of the customer journey, focusing on building loyalty, capturing value, and fully enabling customers by identifying gaps or opportunities for growth.
* Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
* Energetic and self-motivated; a team player who is also a proactive and creative problem solver
* Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms.
* Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption
* Ability to manage multiple priorities while maintaining strict attention to details, prompt responsiveness, and able to prioritize time and calendar.
* Self-starter who is proactive and is able to own the ongoing success of both large and small clients
* Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
* Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services)
Who we are:
TechnoMile provides transformative cloud solutions to companies who do business with the government. From go-to-market to contract closeout, TechnoMile empowers companies to find, pursue, win, and retain more business with the government.
* We are lifelong learners - from our TechnoMile onboarding to our continued learning sessions, we foster an environment of growth
* We love a challenge! We have created a disruptive product for the market, and we are here to see it flourish.
* We have an open-door policy. From HR to senior leadership, we pride ourselves in being accessible to one another.
* We are one global team. From Tysons Corner to Texas to Nagpur, you will find TechnoMile employees across the globe, but we all come together for one collective mission and purpose.
Benefits:
* Multiple choices of healthcare options with up to 100% company covered
* Flexible PTO
* 401K Match with 4% match after 90 days of employment
TechnoMile is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.