Customer Success Manager (SCM)

Customer Success Manager (SCM)


Customer Success

2625 North Loop Drive, Ames, IA, USA

Company Overview:
Vertex is shaping the future of how product development happens in manufacturing. Embracing advances in cloud computing, we’re building solutions to improve the speed and quality of collaboration so teams can make better decisions—and get products to market faster. Vertex founder and proven entrepreneur, Dan Murray, has grown two prior software companies to $100M+ revenue and executed successful IPOs. This is a ground-floor opportunity and part of our effort to expand customer success, engineering, marketing, and sales teams in preparation for product launch.
Vertex believes that Customer Success is not just a department within our organization. It is an operating philosophy that every employee has a part in and is held accountable to deliver on. Customer Success Management is the proactive orchestration of the customer’s journey toward their ever-evolving desired outcomes. The Customer Success Manager (CSM) guides the customer on a scientifically engineered and professionally directed journey to optimize the customer’s return on their investment and provide sustainable, proven value for both the customer and Vertex.
Job Description:
Vertex Software is actively seeking a Customer Success Manager (CSM) to be the primary contact for Vertex customers and proactively manage the customer relationship to guide them toward achieving their desired outcomes. The CSM’s core responsibilities include onboarding, influencing user adoption, promoting user advocacy, and sharing user insights within Vertex. The CSM will have in-depth knowledge of the customer’s processes and tools used, and their desired outcomes and objectives. This individual will partner with the sales, product, and marketing teams to provide our customers with innovative solutions and unsurpassed value and service.
Key Responsibilities:
  • Onboard customers to ensure they recognize value as quickly and frictionless as possible, setting them up for a long, engaged, and growing relationship within Vertex
  • Provide deep understanding of the Vertex product to customers and demonstrate the value of Vertex through customized product trainings and demos
  • Deliver and communicate ROI for customers throughout the customer lifecycle to support renewals
  • Be the trusted partner for the customer
  • Provide insights and best practices to your customers to ensure they realize as much value from the Vertex platform as possible with the aim of expanding their usage and usage across the company
  • Represent the voice of the customer to provide input into every core product, marketing, sales process, and the overall user experience throughout the entire customer lifecycle
  • Identify opportunities for expansion based on the customer’s needs and partner with sales to help qualify those opportunities and align key customer stakeholders
  • Identify new use cases through discovery of their workflows, processes, and desired outcomes
  • Proactively stay up-to-date on customer requirements and provide direct feedback to Product Managers and Engineering to help define new customer-driven features and determine roadmap priorities
  • Analyze customer health metrics, usage data, survey responses, and gather other various data points and feedback to understand outcomes
  • Enhance team efficiencies through knowledge sharing activities, mentoring new hires, and assisting other team members
Qualifications Needed:
  • Bachelor’s degree or equivalent work experience
  • 4+ years of experience in Customer Success, Account Management, Business Development, Management Consulting, or similar customer-facing roles
  • Experience working with complex, multi-divisional, and multi-geographical customers
  • Empathetic, positive attitude with a desire to help customers meet their desired outcomes
  • Exceptional written/verbal communication, presentation skills, and professional demeanor
  • Exceptional customer-facing communication and interpersonal skills with ability to listen, understand, and articulate the customers’ desired outcomes and deliver on those desired outcomes
  • Strong analytical skills with the ability to translate data into insights
  • Ability to understand business processes and successfully promote technical offerings and solution sets
  • Team-focused with a willingness to share ideas while keeping an open mind to the team’s ideas
  • Self-motivated and action-driven with the ability to take initiative, execute, and follow-through
  • Ability to maintain a high level of activity and effectively manage competing priorities
  • Adaptable and flexible to work successfully in a high-energy, fast-paced, and rapidly-changing environment
  • Strong project management and time management skills, with proven success meeting deliverable deadlines
  • Passion for technology and experience with G Suite and Salesforce Lightning CRM preferred
  • Experience with PLM/PDM/CAD software preferred
  • Ability to travel 25% of the time to meet with customers

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Posted on

March 21, 2019