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Job Description

​​Job Title​:

Customer Success Manager

​​Department/Group​:

NīVRT /BUILDSUCCESS

​​Location​:

Remote

​​Level/Salary Range​:

TBD

​​HR Contact​:

Rajan Bhatia

​​Will Train Applicant(s)​:

Yes

​​Job Category​:

Customer Success Management

​​Job Code/ Req#​:

NīVRT/CSAd/0001

​​Travel Required​:

Yes, 25%

​​Position Type​:

Part-Time to start and then Full-Time

​​Date Posted​:

5/6/23

Introduction

NīVRT s mission is to provide “Customer Success out-of-the-box for small-to-mid size product companies 3 (incl. SaaS) to retain customers, grow revenue by providing solid foundation for Customer Success with rightful governance, operational, execution blueprint, layered with advanced technologies.”. NīVRT will leverage its solid Customer Success framework to drive retention, satisfaction, revenue, and competitive advantage along with end-to-end thought leadership, delivery and execution built on products and one of them being EXPERIENCESUCCESS.

EXPERIENCESUCCESS™ is a managed experience & success product and will be served as a managed service. As part of this product offering NīVRT will build the Customer Success Flywheels (CSF) leveraging its own customer success framework. NīVRT will run these flywheels in its Relationship Delivery Work Centers (RDWC) operated as a turnkey outsourced service on behalf of its customers. Each CSF within RDWC will include – Robust Governance (across multiple tenants), Integrated Operation (incl. handling non-critical & critical customer requests & incidents), Self-service interfaces. NīVRT will align all its outcomes from CSFs to its customers’ internal operations and functions with seamless touchpoints to delight them.

Our company NīVRT is seeking a highly motivated and experienced “Customer Success Manager” (CSM) to join our team. The successful candidate will be responsible for managing multiple customers, maintaining, and sustaining relationships with their Customer Success, Marketing & Sales leaders, ensuring their satisfaction with EXPERIENCESUCCESS. The ideal candidate will have extensive experience in managing customer success framework functions, program management roles working in Customer Success, Marketing or Sales functions, experience in product delivery projects incl. B2B SaaS implementation projects and managing customer experiences.

Job Description

ROLE AND RESPONSIBILITIES

Customer facing -

  • Establishing and sustaining excellent relationships with clients to ensure a high degree of customer satisfaction by supervising and developing their customer success teams and leveraging NīVRT products, services, frameworks.
  • Engage with customers’ leaders and stakeholders to help hire, on-board their Customer Success Managers (CSM) using artifacts like Job Descriptions, Role Capability Maps/Day in Life, Career Maps, Training guides.
  • Engage with customers’ CSM (Customer Success Managers) to help them create their customer journey maps, their churn maps, their success plans for their customers and conduct surveys and assemble the results for insights and actions towards improvements with key focus on detractors and dissatisfied customers.
  • Lead assessment of customer’s Customer Success related technology and its components like workbench, early warning systems, answer central, “know their business” capabilities
  • Co-manage projects with customer CSMs, ensuring successful delivery, be one of the primary points of contact for inquiries, issues, escalations, crisis, resolutions aiming to provide timely options and solutions.
  • Conduct check-ins with customers to assess their needs, identify opportunities to up-sell, up-tell.
  • In summary be able to help NīVRT customers with following capabilities shown below --
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Internal (our company) facing -

  • Act as the voice of the customer to internal teams and be the trusted advisor for the teams.
  • Work closely with internal cross-functional teams like sales, marketing, product development, technical operations, and training to ensure customer needs are met.
  • Share success stories, connecting customers and our own team to relevant communities, programs, and contributing to new initiatives, programs.
  • Stay up to date on industry trends and best practices, sharing insights with customers and internal teams.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Bachelor's degree in business, computer science, or a related field.
  • Minimum 3 years of working for a commercial software company or consulting firm as a trainer or a program manager that implements marketing and sales methodologies, customer success or support functions, commercial software for its clients incl. SaaS implementation projects.

Preferred Skills

  • Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers and our internal teams.
  • Engage and develop understanding of customers’ specific customer success processes within specific industry for specific outcomes.
  • Excellent problem-solving and analytical skills, with the ability to identify and resolve issues quickly and effectively.
  • Ability to work independently and as part of a team in a fast-paced, dynamic environment.
  • Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously across multiple customers.
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