Customer Success Manager
The Customer Success Manager is responsible for ensuring customers are getting the most out of the Vertical IQ platform. This is achieved through a variety of customer management tasks, including but not limited to onboarding and training new customers, facilitating annual reviews, mid-year strategy reviews, listening to the voice of the customer, initial technical troubleshooting, and occasional training sessions. This individual will also be responsible for generating new business through current customer relationships. The ideal candidate will have a background in business banking or credit and should have skills in customer support, communication, sales, marketing, synthesizing data, and writing. This role will contribute to company success through customer retention and growth. The individual must be comfortable working independently and with customers. They should be comfortable with learning new technology, including the company’s web-based Industry Intelligence platform. The ideal person will be a friendly, customer service-oriented self-starter, with strong attention to detail and the ability to prioritize multiple tasks.
Primary Responsibilities
- Passionately support our commitment to creating an outstanding experience for our customers.
- Build relationships with key decision-makers across all accounts
- Meet with customers to conduct strategic reviews prior to renewal and at the mid-year point.
- Identify, manage, and close upsell opportunities with existing accounts
- Support reseller accounts to ensure adoption and develop relationships with key decision makers
- Utilize Salesforce.com to maintain detailed notes on each relationship, building a deep understanding of each customer’s unique needs and objectives
- Help identify troubled accounts to implement brand awareness tactics and create user testimonials and best practices to boost usage
- Identify “brand ambassadors” within customer organizations, building an energetic fan base of Vertical IQ users to demonstrate product benefits and value and create shareable testimonials
- Work as a strategic advisor to your customer, providing them with guidance on Vertical IQ best practices and their overall strategy
- Work effectively with other team members and throughout the organization
- Remain knowledgeable of the company's products/services to support prospect needs
- Onboarding and training of new customers
- Support the Director of Training as a back-up trainer, facilitating web-led training sessions.
Minimum Qualifications
- Bachelor's degree and 6-8 years of relevant experience
- Experience working in a Customer Success, Account Management, Client Services or other similar customer-centric role
- A background in business banking is required. Ideal experience includes positions in business banking, credit analyst/underwriter, and treasury services
- Experience using Vertical IQ in a previous role a plus
- Experience using Salesforce.com CRM platform preferred
- A background and passion for advocating on behalf of your customers
- Team player with a commitment to collaboration - this role will work with some of our most strategic growth customers
Competencies
- Customer service-oriented with strong verbal and written communication skills
- Working knowledge of Business Banking and credit with strong financial acumen
- Organized, detail-oriented, and goal-minded
- Performs well independently
- Ability to coordinate and cooperate with other teams and individuals to meet objectives
- Technical knowledge to conduct initial conversations with customers related to integrations
- Extensive knowledge of the Vertical IQ platform
- Willingness to learn
- Comfortable with Public Speaking
- Working knowledge of the Sales Process (prospecting, networking, nurturing relationships)
Location
Vertical IQ operates in North America with an office in Raleigh, NC. This role can be based anywhere in the United States with a preference to the Raleigh, NC area. The position will also require up to 25 percent travel.
Benefits
In addition to salary and the potential for bonus, the position is eligible for Vertical IQ’s standard benefits which today includes health insurance for the employee, 401(k) plan with matching, stock options, four weeks paid vacation, company holidays, gym membership and more.
Company
Headquartered in Raleigh, N.C., Vertical IQ is a nationally recognized leader in Industry Intelligence. Whether they’re discussing cash management with a local brewery or analyzing risk for a large-scale furniture manufacturing company, successful banks, credit unions, accounting, insurance and advisory firms use Vertical IQ to better understand a prospect’s or client’s business challenges before, during and after meetings. Covering 100% of the industries that comprise the U.S. economy and Canada, as well as 3,400 local economic reports, Vertical IQ equips users with the confidence and credibility to make memorable first impressions and sustain enduring relationships.