Customer Success Manager - Commercial

Job Summary

As a Customer Success Manager on the Commercial team, you will be responsible for leading consultative conversations, participating in business reviews, analyzing key performance metrics, and ensuring our clients' ongoing success. You will become an industry expert with a focus on the Talent Acquisition (TA) space and work to establish yourself as a trusted advisor.

 

Equipped with leading industry tools including Gainsight, you’ll guide customers on product and industry best practices, and help to continually update mutual success plans. You'll also provide forecast reporting. With the support of internal cross-functional teams, you'll provide superior experiences resulting in a high rate of renewals. 

Responsibilities

• Successfully complete company training programs to build expertise in the iCIMS Talent Cloud products and TA industry.   

• Partner with cross-functional teams including account management and professional services to understand customer business objectives, products purchased, challenges, hiring strategy and maturity, technology stack, and more.   

• Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption, data insights, and process while understanding overall account health.   

• Collaborate with the Account Manager to support the business review process by providing relevant account data.   

• Partner internally on the overall customer journey to ensure customer satisfaction. This may include supporting a customer with questions about the solutions, providing best practices, conducting product deep dives, and routing questions to the appropriate resource.   

• Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability.   

• Effectively prioritize customer projects to ensure achievement of SLAs while keeping internal partners informed.  

 

Qualifications

• Experience in a customer facing role for a solutions-based organization with accountability for customer support, renewals, expansion, or training, or experience in a talent acquisition/human resources role.   

• A passion for assisting customers solve business issues with advanced technology solutions.   

• Ability to use data and analytics to create practical insights to build customer strategic plans.   

• Experience forming relationships with multiple customer personas to align business goals to technology strategy and support their continued success.   

• Ability to prioritize competing requests from customers, partnering internally with key collaborators to ensure success. 

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