Idera’s Data Tools division is looking for an energetic and creative Customer Success Manager to help customers maximize the value of their investment in our SQL tools products.
This role will be responsible for overall customer satisfaction and adoption of SQL tools software leading to a successful renewal. By building strong relationships will each customer, the CSM will be an advocate for the customer and communicate the features and benefits of new releases. The CSM is the ring leader between Sales, Marketing, Renewals and Support making sure all stakeholders are informed and on the same page with the status of each customer.Responsibilities:
- Ensure customers get maximum value for their Idera SQL investments leading to successful renewals. This will be accomplished through developing and executing plans and processes that improve Net Revenue Retention (NRR) and Annual Recurring Revenue (ARR)
- Lead all SQL Customer Success initiatives by setting goals, providing coaching where necessary and holding the team accountable for results. May include organizing and managing others on the Customer Success team, as necessary
- Identify opportunities to upsell software, expand accounts, and sell our Platinum Support offering
- Collaborate with cross-functional teams to drive product adoption, providing guidance on best practices and tailored strategies for each customer. Includes working closely with Idera’s Solutions Engineers (SEs) who can assist customers with product issues and help drive adoption through offering training and best practices
- Communicate the status of all customers to the Renewals, Support, and Sales teams
- Act as the primary point of escalation for customer inquiries, issues, or urgent matters, ensuring timely and effective resolution
- Identify and nurture customer advocates who can share success stories and contribute to case studies and testimonials
- Establish and track key customer success metrics, providing regular reports to leadership on customer health, satisfaction, and opportunities for improvement
- Utilize data-driven insights to continuously optimize customer success strategies and processes
- Serve as customers primary point of contact and provide exceptional support and guidance throughout their journey with us
- Other duties as assigned
Requirements
- 2+ years of Customer Success Management, Consulting or Project delivery for a global B2B tech, SaaS or enterprise software business
- Bachelor’s degree required in an appropriate field of study.
- Administration experience with Microsoft 365 and/or Google workspace preferred.
- Analytical: Strong analytical skills with an aptitude for translating quantitative and qualitative customer data into action plans
- Data-driven: Knows both their customer’s success metrics and those of the department
- People person: Loves working with people and providing top tier customer support to solve problems, teaching and training, and has examples of making a customer wildly successful.
- Team Player: Proven track record of adding value to multiple teams. Will work cross-functionally to help make customers be more successful.
- Excellent communicator: Present and communicate value, influence decision making, and convey credibly at all levels of the organization including the executive level
An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.https://www.idera.com/legal/privacystatement By clicking on the “Apply Now” button, you understand and agree that the use of Idera's website is subject to Idera Terms of Use and Idera's Privacy Statement, including the fact that Idera and its subsidiaries may transfer your personal information collected in connection with your registration on this website to its affiliates globally and to third party entities that provide services to Idera and it's subsidiaries.An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Idera, Inc and it's subsidiaries are committed to respecting and protecting the privacy of its customers, job applicants, partners and website visitors.
For more information about our Privacy Statement, please go to https://www.idera.com/legal/privacystatement . By clicking on the “Apply Now” button, you understand and agree that the use of Idera’s web site is subject to Idera Terms of Use and Idera’s Privacy Statement, including the fact that Idera and it's subsidiaries may transfer your personal information collected in connection with your registration on this website to its affiliates globally and to third party entities that provide services to Idera and it's subsidiaries.
