Job OverviewThe Customer Success Manager is the primary strategic partner and liaison to customers within an assigned market segment and Region. You will develop, nurture, and sustain positive and productive long-term relationships to optimize client’s return on investment in iCIMS products / services and to promote renewals, retention and customer satisfaction. Through scheduled and proactive outreach, you partner with customers to fully understand their business strategies, expectations and needs. You will then align with all departments at iCIMS to ensure that iCIMS products and services deliver a customer experience that is second to none. You are also responsible for assisting their peers and mentoring new CSM hires. Ultimately, you will be measured on their ability to retain customers through proactive experiences, risk mitigation and effective internal communication. The Customer Success Manager reports to the Manager, Customer Success.
About UsWhen you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities- Ensures successful renewal and retention of customers within assigned segment and territory
- Earns and maintains position as a trusted advisor to client base through the development of exceptional relationships with key decision makers and internal stakeholders within assigned segment
- Conducts Account Reviews to develop a deep understanding of the client’s needs, desired outcomes, and pain points with thoughtful, smart and creative dialogue
- Monitors adoption, engagement, and health of iCIMS talent acquisition platform relevant to each customer
- Creates success plans for customers and accountable to attainment of desired outcomes
- Serves as a primary point of escalation for issues identified by the customer
- Tracks technical escalation issues to iCIMS’ technical support team or other iCIMS’ resources and monitors process to ensure timely, accurate and positive resolutions
- Proactively engages with customers to identify at-risk situations and growth opportunities
- Partners closely with Sales team to align potential growth opportunities to iCIMS products / services when appropriate in order to grow incremental revenue
- Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Responsible for assisting their peers and mentoring new CSM hires to help them assimilate into their role
- Uses Salesforce CRM to track and record sales activity to ensure that metrics can be accurately measured
- Receives and acts on feedback and lessons learned for continual professional improvement and development
- Must be able to travel, to support clients approximately 15-20% of their time
Qualifications- A minimum of 3 years of account management or customer success management experience
- Exceptional time and project management skills. Ability to manage workload while understanding return on time investment
- Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none
- Basic sales acumen and drive to participate in a sales environment with quota responsibilities
- High degree of comfort managing multiple, competing priorities in ambiguous environments
- Able to communicate with and influence multiples layers of organizations, including Senior Leadership and adjust approach accordingly
- Must be able to proactively identify issues/opportunities, recommend actions and follow through to effective resolution
- Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities
- Basic understanding of fundamentals of human resources and employment process
- Ability to work both independently and within a team environment
Preferred- BA/BS preferred or relevant work experience
- Experience in HR services or Software-as-a-Service space preferred
EEO StatementiCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and BenefitsThe target total compensation for this role is $75,000-78,000. Compensation will be based upon experience.
iCIMS offers the following benefits: medical, dental, vision, 401(k), an open vacation policy, sick days, short-term disability, long-term disability, maternity/bonding and parental leave, tuition reimbursement, flexible savings accounts, paid holidays, life and AD&D insurance.
