ID.me

  • Customer Success Manager

    Location : Location US-VA-McLean
    Sales
  • Overview

    ID.me is seeking a sales-oriented and results-driven Customer Success Manager to join our growing team.  Responsibilities include on-boarding and building a strong relationship with our customers, understanding the customer’s experience with ID.me’s product, acting as a champion for the customer within ID.me, and identifying and closing upsell and cross-sell opportunities. Our ideal candidate has excellent relationship and communication skills, a strong track record of retaining and upselling accounts, and is intrinsically motivated to perform at a high level.

     

    ID.me sells into business accounts and brands such as Apple, Veterans Affairs, Allscripts, Ford, GM, and Luxottica. This position reports to the Head of Sales for Group Verification. The Customer Success Manager supports the business owner who uses ID.me’s product. Our goal is to ensure that business owner gets internal recognition within their company, to include getting promoted, for selecting ID.me’s product.

    Responsibilities

    • Manage and improve the customer on-boarding process
    • Collaborate with Sales and Support teams to ensure a smooth transition of ongoing customer management
    • Develop a trusted advisor relationship with customer stakeholders and executives
    • Ensure customers are leveraging the solution to achieve full business value through use of data and best practices
    • Proactively solicit customer feedback about the product and their experience
    • Manage account support, response to any alerts, red flags, or poor account health
    • Collaborate with other teams within ID.me to provide continuous feedback to address customer requirements and customer satisfaction goals
    • Understand the customer's business strategy and identity/recommend upsell or cross-sell opportunities that tie into customer’s business strategy
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
    • Generate case studies, testimonials, and referrals that assist ID.me’s marketing team
    • Follow ID.me’s process for managing relationships and identify and suggest ways to improve that process for the entire Account Management/Customer Success team

    Qualifications

    • 5+ years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related areas
    • A good understanding of customer success metrics and KPIs
    • 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.
    • A passion for communicating with customers and a drive for success
    • 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%

    ID.me is a venture backed company in hyper-growth. We are adding about a new million users per month with more than 30,000 new users signing up per day. We have had negligible business customer churn since inception, and we almost always significantly upsell and cross-sell accounts after establishing a relationship.


    Our Mission:

    To make the world a more trusted place by enabling transparent and efficient interactions between people and organizations.

     

    Our Core Values:

    *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *If the rule prevents the right outcome, then break the rule.

     

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