Customer Success Manager

Join Inspired Thinking Group (ITG) as a Customer Success Manager!

In this pivotal role, you will ensure our clients achieve their desired outcomes while maximizing the value they receive from our innovative solutions. You will serve as a trusted advisor, guiding clients through the customer journey and helping them leverage our platform effectively.

The Customer Success Manager (CSM) provides technical onboarding, project management, training, and troubleshooting to assigned clients for ITG’s technology products to increase the value and return of our solutions. The CSM will be involved in the entire post-sales process with the client, including providing the first-line technical support for new users. By gaining an understanding of desired client outcomes, they will effectively match those needs with our solutions to drive optimal business value. The CSM collaborates closely with ITG account management and product development to help drive client onboarding, product adoption and client retention strategies. By gathering feedback from the clients, the CSM helps to improve the level of service delivery to and satisfaction of ITG’s client base.

The Customer Success Manager participates in all phases of assigned client success in using ITG tools, including: project management, sales assistance; product implementation and configuration; client training; client product adoption; gathering client feedback; acting as the voice of the client with our product development team and trouble-shooting client product challenges. They will be accountable for the client product implementation, adoption, satisfaction, and retention.

Your responsibilities will include:

• Through an understanding of ITG’s products, improve customer service experience, create engaged customers, and facilitate organic growth
• Drive client adoption, satisfaction and retention through conducting an in-depth client discovery and onboarding the correct ITG solution to optimize value
• Analyze client usage and results data, leveraging such analysis to create and implement best practices within assigned client’s user base
• Enable successful roll-out of our products, including participation in installation activities, training clients in product use, planning and overseeing project management, and trouble-shooting client specific product challenges
• Manage client satisfaction thru client input, KPIs or net promoter score
• Ability to present to key stakeholders at all levels
• Maintain cadence of communication to clients about their product adoption trends, user sentiment, and sharing user success stories and best practices
• Identify opportunities for clients to act as ITG product advocates (e.g. testimonials, case studies, etc.)
• Collaborate closely with sales to support pilot customers, renewals, and expansion opportunities
• Marshall ITG resources across the organization as needed to provide client product support
• Represent the voice of the client to inform and influence sales processes and our product roadmap

What we’re looking for:

You are a dynamic and results-oriented professional who is passionate about customer success. You possess strong analytical skills, and the ability to communicate effectively with diverse audiences, helping non-technical customers understand complex technical solutions.

Key Requirements:

• 3+ years of experience in customer success, account management, or a related field
• Technical and non-technical project management
• Bachelor’s degree preferred
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Proven experience providing technical support to customers or providing training on company products
• Demonstrated success in utilizing reporting tools such Jira, Excel, Azure DevOps, and dashboards
• Ability to effectively understand and confidently discuss technical topics with non-technical audiences
• Empathetic, positive attitude with a desire to help our clients reach their goals
• Problem solving – you’ll need to be able to understand and unravel problems to offer appropriate, advice, support and solutions.
• Willingness to travel to client locations as needed

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Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• Unlimited PTO after 90-days of employment
• 10 paid holidays
• Comprehensive benefits including medical, dental, vision
• 401k with employer matching (after 1 year of service)
• Referral bonus for bringing great talent to the organization
• A savings discount plan on entertainment, hotel stays, travel, shopping, and more!

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

What next?
If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.For US based roles, ITG participates in E-Verify, the federal program for electronic verification of eligibility. E-Verify general information: Learn more. E-Verify Poster can be viewed here