Customer Success Manager II - Future Talent

Job Description

Are you passionate about customer service? Do you have superior organizational and problem-solving skills? We're looking for a confident, customer-oriented expert multitasker and project management for future growth in our Customer Service Department as a Customer Success Manager (CSM). In this role, you’ll be responsible for delivering consultative technical solutions to an assigned customer base, with an eye on building and maintaining long-term relationships. As a CSM, you’ll provide best practice recommendations and will work with our customers to directly address their technical needs. To succeed, you’ll need to be both accommodating and keenly perceptive, capable of recognizing the uniqueness of each situation and modifying your approach and recommendations accordingly. If you’re a detailed, systematic tech enthusiast who’s interested in growing alongside us, we’d love to start the conversation with you!

 

 

Headquartered in Holmdel, NJ, iCIMS is a high-growth Software-as-a-Service (SaaS) company that was recently named #16 on Glassdoor’s 2019 Best Places to Work list. With multiple locations across the U.S. and around the globe, we are the industry’s #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!

 

 

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
  • Manages business escalation and issues as they relate ongoing customer retention
  • Partners closely with Sales team to align potential growth opportunities to iCIMS products / services when appropriate in order to grow incremental revenue
  • Surfaces customer advocates to Marketing team for development of testimonials and
  • Attends and may participate in iCIMS Marketing events. Represents the company with professionalism and a high degree of integrity
  • 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
  • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS’ core competencies
  • Must be able to travel, to support clients approximately 15-20% of their time

 

Additional Job Responsibilities:

  • Uses Salesforce CRM to track and record sales activity to ensure that metrics can be accurately measured
  • Coordinates efforts with marketing, sales management, accounting, legal, and technical service groups
  • Demonstrates a sense of urgency and takes initiative
  • Maintains flexibility and reacts to change appropriately
  • Receives and acts on feedback and lessons learned for continual professional improvement and development
  • Takes measures to enhance body of knowledge and skill set through training
  • Other duties as assigned

 

Qualifications:

  • Bachelor's degree preferred or equivalent combination of education and work experience
  • 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
  • Exceptional written and verbal communication and interpersonal skills.  Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to differing audiences within a customer engagement
  • Basic sales acumen and drive to participate in a sales environment with quota responsibilities
  • Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook), experience with Salesforce or another Customer Relationship Management software preferred. Must be able to quickly grasp new technology
  • Ability to clearly present material and effectively overcome objections
  • High degree of comfort managing multiple, competing priorities in ambiguous environments
  • Able to communicate with and influence multiples layers of organizations, including Senior Leadership. Through a constant presence, becomes aware of changes in a customer’s organization and adjusts approach accordingly
  • Ability to work effectively within a fast paced, changing environment that is going through high growth. Effective time management skills
  • A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution
  • Strong results orientation with a proven track record of flawless execution and strong attention to detail
  • 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

 

Education/Certifications/Licenses Required:

  • BA/BS preferred or relevant work experience

 

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability status and will not be discriminated against on the basis of disability. 

 

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.