Customer Success Manager

Position Purpose

This role is a service delivery position focused on client service and retention rather than business growth and development. The goal is to achieve world-class levels of client support, value-oriented usage, retention, and loyalty, ensuring clients maximize the value of their purchased ITRG services.

Experience

• 1-2 years of Account Management, Acquisition or Customer Success experience, with a proven track record of success.
• Experience working in the IT Research, Advisory, and/or SaaS service delivery market (asset not must-have).

Duties & Responsibilities

• Relationship Management
• Proactively build, develop, and manage relationships with existing Members (ranging from senior C-level executives to junior professionals) over the phone to ensure engagement and maximize return on investment.
• Partner with Sales Executives to manage and retain client relationships and build Member loyalty.
• Become a strategic partner to Members by staying updated on their key challenges and opportunities.
• Client Engagement & Support:
• Drive continuous Member usage of the purchased services by connecting key business decisions and initiatives to ITRG expertise.
• Act as the main point of contact for Member support regarding their ITRG services.
• Understand and capture how Members measure value and ensure this is over-delivered throughout the contract lifecycle
• Value Delivery & Retention:
• Regularly meet with Members virtually to understand their business priorities and recommend a program of action that drives high value, client retention, and return on investment (Key Initiative Plan).
• Onboard new Members with Sales Representatives, introducing them to their purchased ITRG services and capabilities.
• Collaboration & Product Knowledge:
• Stay updated on new ITRG product offerings.
• Work with Sales Executives to transition uncovered upsell or cross-sell opportunities.
• Collaborate with internal ITRG colleagues to maximize the value delivered to Members.

Skills

• Critical Thinking: Ability to assimilate complex information, determine optimal resources available (ITRG Research and/or Analyst interactions), and communicate this in a simple way.
• Internal and external communication: able to deliver the Info-Tech value proposition to Members in a clear, concise manner.
• Ability to prioritize and handle multiple requests concurrently.
• Goal setting: Sets own goals around conversations that demonstrates a commitment to professional development; takes ownership of own performance; manage goal attainment; able to set reasonable goals; monitor progress and communicate/ask for help when off-pace for goal attainment.
• Active listening: Able to identify client needs; asks great questions & listen.

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.