ID.me

Customer Success Manager

Location : Location US-VA-McLean
Business Development

Overview

ID.me is seeking an experienced, sales-oriented and results-driven Customer Success Manager to join our growing team.  The primary responsibilities include engaging with our customers, building relationships with key stakeholders, enhancing customer satisfaction, and ensuring renewals. Our ideal candidate has excellent relationship-building and  communication skills, and a track record of being a trusted advisor to customer stakeholders.  The Customer Success Manager provides the ongoing, strategic oversight for our valued customers, helping them to adopt and realize meaningful business goals through the use ID.me’s products.

Responsibilities

  • Develop a trusted advisor relationship with customer stakeholders and executives to drive product adoption and ensure they are leveraging the solution to achieve full business value.
  • Collaborate with other teams within ID.me to address customer requirements and customer satisfaction goals.
  • Be a strong customer advocate within ID.me and ensure closely aligned with the customer's business case and business strategy.
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Proactively manage each customer's business needs and environments - actively seek opportunities to up-sell, cross-sell and generate referrals.
  • Meet or speak with customer representatives and/or executives on a frequent basis with the expectation of continually moving the relationship forward while uncovering new opportunities.    
  • Leads cross-functional teams to build and execute business plans, developing relationships that bridge organizational boundaries and include individuals at multiple levels.

Qualifications

  • 3+ years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related areas
  • Experience creating a compelling business case that outlines strategic opportunity and convinces management to pursue a new idea.
  • Ability to understand customer requirements and identify upsell and cross-sell opportunities.
  • Strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
  • Excellent communication skills with demonstrated ability to influence at all levels of management through clear, informed and logical discussions/presentations.
  • Bachelor's degree in Computer Science, Information Technology or related a plus
  • Experience and willingness to work in a fast-paced, startup environment with a hands-on approach.
  • Experience working with clients in the federal government, healthcare or financial services industry.
  • Experience working in the cyber security or identity management industry is a plus.
  • Military experience is a plus.
  • Travel expectations up to 25%

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