Do you want to work with a market-leading solution, front-line technology and team-up with driven, dedicated, and skilled people?

Inriver is a highly ambitious, global company with high growth in the software industry. At inriver, you are guided by our values and work in an entrepreneurial atmosphere. You team up with amazingly talented people where our strong High Five culture provides a collaborative platform supporting our globally growing organization.

The role

We are looking for a seasoned Customer Success Manager with a minimum of 6 years’ experience in B2B/B2C SaaS with a background in Customer Success, Service Delivery and/or Consulting. The desired candidate will have a deep understanding of Customer Experience with the drive and responsibility to help our customers adopt our solutions and secure Customer Time-to-Value. This senior position which acts first and last customer contact for high-value multinational brands is strategically important for inriver and ensures those accounts achieve their business metrics using inriver products and services. You will align closely with our account teams, consult with business solutions experts, and build a success strategy to support the customer throughout their lifecycle. This position is an integral part of our long-term relationship with customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of that partnership. Inriver focuses on the customer experience and ensuring each client is fully onboarded, realizing value quickly and ultimately driving adoption with outcomes that lead to renewals.

The CSM will develop and maintain strategic proficiency on inriver products and services help integrate, adopt, and deliver success criteria to maximize the customer’s investment by growing advocates and working proactively to be the ultimate voice of the customer.

Responsibilities:

• Lead post-sales activities on a portfolio of the most strategic, enterprise level customers through strong relationship-building, product knowledge, planning, and execution
• Ability to recognize, understand and translate technical problems to find solutions for customers’ value requirements
• Can speak and present to any audience within an organization
• Retain long-term relationships through advocacy by providing value throughout the customer partnership – be a trusted advisor
• Excellent time management skills with the ability to track numerous details and competing priorities
• Deliver Continual Business Reviews (CBR)
• Analyze data independently to discover insights that drive operational recommendations
• Identify risks, KPIs, and opportunities for improvement and collaborate with internal teams to develop clear plans of action
• Establish and oversee the customer’s adoption, ensure training needs are met, and develop best practices to remove friction, reduce manual workflows and to continually drive the customer return on investment (ROI) and long-term-value (LTV)
• Proactively identify and mitigate account risk, prevent churn
• Create, plan and drive Customer Success Plans
• Ability to advise, recommend and collaborate internally as the voice of the customer

Qualifications:

• Minimum Bachelor’s degree in business, computer science, or IT related field, Master’s in business or related field preferred
• PIM experience a plus
• Minimum of 6+ years Customer Success/Service Delivery/Consultant experience

• Experience working in a performance driven culture with goal setting and defining & measuring customer KPIs
• Experience understanding of SaaS/Cloud solutions and technology required
• Analytical and curious mindset with a data-driven approach to problem-solving
• Demonstrated ability to communicate, present, and influence effectively at all levels of an organization
• Strong client empathy, a deep understanding of a customer’s business use case, value drivers, and passion for
• solving complex business problems and articulating those needs to internal stakeholders

• Strong communication and customer (webinar) interaction skills
• Excellent written and oral communication skills in English. Bilingual/Multilingual a plus
• Ability to multi-task and provide excellent follow-up in a fast paced, multiple account environment
• Demonstrated ability to be proactive, globally collaborate and take initiative to get things done
• Strong work ethic; desire to work in an innovative and deadline drive environment with rapidly changing priorities

• Fast learner, adept in understanding and articulating new technologies in the digital landscape
• Demonstrated proficiency in working across global teams in multiple time zones
• Ability to travel as necessary up to 25% possible (if/when safe to do so)

Technical:

• Experience understanding of SaaS/Cloud solutions and technology required
• Understand and consult best practices in change management
• Experience using inriver PIM, other PIM solutions and integrations highly desirable
• Able to interpret and translate technical requirements, escalations, and root cause analysis to involved parties up to C-level or other customer stakeholders
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• SalesForce, Zendesk, Pendo, CRM experience highly desired

Personal:

We are looking for a tenacious, outgoing, curious, and collaborative team member. You have a strong solution driven focus and a real passion for delighting customers every step of the inriver journey.

Of course, we also want you to live our core values

• innovate
• be curious
• have fun
• work smart
• take responsibility

No one is as smart as all of us!

Please note that inriver reserves the right to change job content according to what is best for the company

No one is as smart as all of us!

 

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