Job Description - Customer Success Manager
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 the banking industry 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
- 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
- On-boarding and training of new customers
- Support the Director of Training as a back-up trainer, facilitating web-led training sessions.
Minimum Qualifications
- Bachelors degree in relevant area
- Experience working in a Customer Success, Account Management, Client Services or other similar customer-centric role
- A background in banking is indeed highly desirable. Ideal experience for banking roles includes positions in business banking, credit analyst/underwriter, and treasury services.
- Experience using Salesforce.com CRM platform preferred
- A background and passion for advocating on behalf of your customers
- Team player and passion for collaboration - this role will work with some of our most strategic growth customers
Competencies
- Customer service-oriented with strong verbal and written communication skills
- 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 Financial Services
- 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, NC, Vertical IQ is a nationally recognized leader in Industry Intelligence. Whether they’re pitching a local brewery or a national biotech company, successful sales, marketing, and customer success teams use Vertical IQ to better understand a prospect’s or client’s business challenges before, during, and after meetings. Covering more than 97% of the economic revenue in the US and Canada through more than 970 Industry Profiles and 3,400 local economic reports, Vertical IQ equips users with the confidence and credibility to make memorable first impressions and sustain enduring relationships.
Job Description - Backend Software Developer
Backend Software Developer
Seeking a skilled mid-level Backend Software Developer strong in Ruby on Rails, MySQL and general web development. We have a small development team responsible for the entire stack at Vertical IQ. Someone in this position splits their time between development in the core RoR application and other development projects like data aggregators, process automation and reporting.
In this role, you’ll be responsible for building out our products for the web and beyond using current tech and best practices. You’ll collaborate with our full team to arrive at elegant and meaningful solutions, shipping software that helps and delights our customers. You’ll also help establish dev practices that enable us to build faster, more efficiently, and more effectively.
This position reports to the VP of Technology and provides the opportunity to work in a fun, team-oriented environment. Work can be performed in our Raleigh office, at home, or a combination of the two.
- Designing, maintaining, and enhancing internal systems, programs and web applications
- Developing innovative web portal solutions and back-end services for new products
- Extending, and optimizing existing applications which run in cloud-based computing environments including E-Commerce and content management systems
- Strengthening and maintaining the infrastructure for the application platform
- 3+ years professional software development experience
- Strong competency in RoR, PHP, Python, MySQL
- Strong competency in Linux environments.
- Experience in AWS or similar cloud-based environments highly desired
- Experience in developing website-based portals and web services
- Experience designing, implementing, and testing production software applications
- Ability to profile, optimize, and scale applications in cloud-based computing environments
- Experience with configuration management
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, 401K plan with matching, stock options, 4 weeks paid vacation, gym membership and more.
Company
Headquartered in Raleigh, N.C., Vertical IQ is a nationally recognized leader in Industry Intelligence. Whether they’re pitching a local brewery or a national biotech, successful sales and marketing teams use Vertical IQ to better understand a prospect’s or customer’s business challenges before, during, and after sales meetings. Covering more than 530 distinct industries, 3,400 local economies, and more than 97 percent of the U.S. economy, Vertical IQ equips users with the confidence and credibility to make memorable first impressions and sustain enduring relationships. Learn more about how Readiness Wins at Vertical IQ.
Careers
Join Our Team
We are a fast-growing technology and industry research company based in Raleigh, N.C.
We believe in work-life balance and strive for 40-hour work weeks.
Our culture is fun, and we like to do things differently. Maybe that's why we were named a Top Place to Work by the Triangle Business Journal.
Our location is near downtown Raleigh in newly renovated offices, an easy walk to restaurants, shops, and lots of activity.
Our product is mainly delivered online and includes hundreds of Industry Profiles and various marketing tools that support them. We also provide a mobile app and an API.
Our platform users are bankers, consultants, accountants, and sales & marketing professionals who want to educate themselves before meeting with small- and medium-sized businesses. We have more than 40,000 users from hundreds of companies that subscribe to our platform.
Our ideal employee is someone who is enthusiastic and eager to learn. If that is you, please check out our current openings!
SOUNDS GOOD, RIGHT?
Check out our open positions:
Seeking a skilled mid-level Backend Software Developer strong in Ruby on Rails, MySQL and general web development. We have a small development team responsible for the entire stack at Vertical IQ. Someone in this position splits their time between development in the core RoR application and other development projects like data aggregators, process automation and reporting.
We are hiring a Customer Success Manager who will be responsible for ensuring customers are getting the most out of the Vertical IQ platform. Responsibilities include but are 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 and will contribute to Vertical IQ’s success through customer retention and growth.
