Job description
Customer Success Manager
Interos is the operational resilience company — reinventing how companies manage their supply chains and business relationships — through our breakthrough SaaS platform that uses artificial intelligence to model and transform the ecosystems of complex businesses into a living global map down to any single supplier, anywhere. The Interos Operational Resilience Cloud helps organizations reduce risk, avoid disruptions, and achieve superior enterprise adaptability. Based in Washington, DC, the fast-growing private company is led by CEO Jennifer Bisceglie and supported by investors Kleiner Perkins, NightDragon, and Venrock.
We are searching for an extraordinary team member who thrives as part of a fast-paced team and takes pride in their ability to succeed while delivering value to our customers. Help drive innovation and grow professionally by tackling solving one of the most critical business challenges of our time – building safe, secure and resilient supply chains to power growth and prosperity for all. Whether you are an innovator, explorer, problem-solver or beyond, we are looking for changemakers- people who see promise where others see obstacles.
The Opportunity:
The Customer Success Manager is a high visibility role that plays a vital part in the growth of Interos. This individual is the single point of contact for our customers and is responsible for customer delight by prescriptively leading the execution of client engagements and successfully managing the customer journey. To perform this role successfully, you need to be a hands-on solution focused individual that can manage SaaS engagements, quickly learn the product, and articulate its business value to customers while ensuring that engagement tasks are planned, executed, and tested thoroughly. To be successful in our Customer Success organization, all team members will have cross-functional responsibility across Interos to work with other teams and contribute to our company maturity and product. They are expected to be highly “hands-on” with the product.
Essential Functions/Duties:
- Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle; build and maintain multi-level client stakeholder relationships to continuously link Interos deliverables to our customers’ requirements.
- Understand what success looks like to the client, how our solution fills that need, and measure our success against it.
- Work with customers to understand use cases; Immerse yourself in your customer’s industry and business trends to become a trusted business partner and adviser. Work with clients to define and document stakeholder’s business requirements and develop solution strategies
- Assist with the development of project plans, manage services staffing, maintain up to date status reports and manage the identification of risks and issues
- Act as an advocate and voice of the customer with internal Interos teams to ensure the customers’ needs are understood and addressed
- Evangelize Interos capabilities and potential within the customer’s organization
- Collaborate with other Engagement Managers and/or project leads to manage program profitability through aligning activities and resources to strategic account goals
- Collaborate extensively with peers to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations
- Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients
- Ensure a high degree of renewals for a defined customer portfolio by providing education and services related account management; identify account risks and define mitigation plans as needed
- Coordinate with Sales teams in providing insight to customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings
- Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company.
- Responsible for, and assessed on, Client Net Promoter Scores (NPS) for all engagements that align to your assigned industry portfolio.
- Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help us establish new best practices.
- We want to hear your ideas!
Minimum Qualifications:
- Bachelor’s Degree with 3+ years of Customer Success experience OR equivalent years of experience in a related field
- Project Management or Engagement Management experience
- Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
- Experience in managing strategic accounts
- Strong interest in technology
- Self-starter and ability to thrive in a fast-paced environment
- Analytical and detail-oriented
- Strong prioritization, organization, and project management skills
- Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
- Strong presentation skills
- Ability to conceptualize new solutions - be creative, not constrained by traditional methods/solutions.
- Ability to work with individuals at varying levels of technical knowledge in a complex environment and resolve issues.
- Ability to initiate and lead conversations with both internal and external teams.
- Comfort in an environment that tests your adaptability and agility.
- Ability to take ambiguous situations and apply a structured framework to get to a shared conclusion.
Min Years of Rel Exp w/Degree: 3
Minimum Degree Requirement: Bachelor's degree
Preferred Qualifications:
- Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical).
- Ability to manage multiple projects/initiatives to meet predetermined deadlines, setting direction for and ensuring the su
Additional Information
- Supervisory Responsibility: This position has no supervisory responsibilities.
- Travel Requirements: This position does not require travel.
- Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.
- Physical Demands: This is largely a sedentary role. Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
- Colorado and New York City Only: The range provided is for Colorado and New York City-based hires only and will be commensurate with candidate experience. Pay ranges for candidates in other locations other than CO and NYC may differ based on the cost of labor in that location. Pay range: $85,000-$120,000.
- FLSA Status: Exempt
Benefits:
- Comprehensive Health & Wellness package (Medical, Dental and Vision)
- 10 Paid Holiday Days Off
- Flexible Time Off (FTO)
- 401(k) Employer Matching
- Stock Options
- Career advancement opportunities
- Casual Dress
- On-site gym and dedicated Peloton room at headquarters
- Company Events (Sports Games, Fitness Competitions, Birthday Celebrations, Contests, Happy Hours)
- Annual company party
- Employee Referral Program
Interos is proud to be an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
If you are a candidate in need of assistance or an accommodation in the application process, please contact HR@interos.ai
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