Customer Success Manager - Remote

Customer Success · Austin, Texas
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

Overview

The Sr. Customer Success Manager serves as the trusted advisor for our customers. They drive business value, offer advice, and enable account growth.  The Sr. Customer Success Manager must be ready to interact with customer engineers and executives about topics ranging from product feature/functionality to holistic business value. The Sr. Customer Success Manager has a key role internally as well. This position is dynamic and highly cross-functional. Armed with key customer insight and knowledge, the Sr. Customer Success Manager regularly works with the sales, product, engineering, support, and marketing teams.

 

We hire recognized leaders in their field who leverage their skills and experience to create measurable, improved outcomes for our customers and our company. We champion winning together and value humble, team-first leaders who also bring determination and resolve to meet commitments.  

 

Job Type

Full-time, Remote – Austin, TX or Portland, OR Preferred

Candidate should be authorized to work in the United States indefinitely without restriction or sponsorship.

 

Apply

https://igrafx.bamboohr.com/jobs/

 

Our Core Values

At iGrafx, we believe in our people and what they represent. We need like-minded individuals on a mission beyond the bottom-line results. We want people who are interested in making a difference in a growing organization and ones that believe that iGrafx solutions can change the world. Check out our core values, and if they resonate with you, consider joining our team.


Responsibilities: 

  • Manage the customer lifecycle for an assigned number of accounts. You will need to build relationships with them and regularly engage by presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls.
  • Learn business process management and become an iGrafx expert. Customers will look to you for advice and expertise.
  • Strategize and identify new use cases to help customers get more value from their product implementation and usage. Find areas where iGrafx can provide the most value to strengthen and grow the business relationship.
  • Engage with the product team and represent customer feedback to influence the product roadmap.
  • Liaise closely with the technical support team and other core iGrafx teams to ensure that escalations are resolved.
  • Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts.
  • Develop iGrafx champions and generate customer references for the marketing team.
  • Be a true proponent of customer advocacy.
  • Be a team player and coach other team members.

 

Skills, Knowledge, Abilities: 

 

  • Outstanding communication and customer relationship skills
  • Excellent organization skills and ability to multitask in a fast-paced environment. Capable of establishing priorities and balancing multiple projects simultaneously.
  • Demonstrated analytical and problem-solving skills
  • Manage complex projects from start to finish, working effectively across internal functional teams and external vendor relationships.
  • Performs work under minimal supervision.

 

Education:


  • Bachelor’s degree or equivalent education and work experience


Required Experience:

 

  • 5+ years’ experience in Customer Success, Sales Operations and/or Operations role. 
  • Project Management, CCXP, NPS certification a plus.
  • Ability to travel 50% of the time


Perks:

  • Competitive salaries
  • Paid time off
  • Matching 401(k) program
  • Excellent health care, dental and vision plans
  • Life insurance and disability plans
  • Stocked beverages

 

iGrafx Company Description

iGrafx has always been a leader in the ever-evolving business process management industry and has contributed continuously along the way. iGrafx created the industry’s first Window’s-based process diagramming tool, the world’s first interactive graphical business process simulation tool, and trademarked the term “swim lane,” which has become the de facto way to represent and describe roles within process flows. We assisted in the creation of the BPMN standard. iGrafx also released the first process collaboration platform complete with business architecture modeling, and the industry’s first end-to-end RPA Acceleration Package.

 

Today, with offices around the world, and active distribution in more than 20 countries, we have never veered from our singular focus: to turn customer processes into valuable assets! This enables us to provide our employees with opportunities for experiences and recognition, and ROI-proven business transformation at scale for our customers. Our success in these areas show in both employee and customer satisfaction and longevity.

 

 

iGrafx is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


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  • Location
    Austin, Texas
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level