Customer Experience / Arlington, VA

Senior Customer Success Manager

Based in Arlington, Va., Interos’ breakthrough SaaS platform leverages artificial intelligence and machine learning to model the entire business ecosystems of companies into a living global map. Users can drill down to any single supplier, anywhere – helping businesses and government organizations reduce risk, avoid operational disruptions, and achieve dramatically superior resilience and performance. We have seen hypergrowth in the past 3 years and continue to expand our team across the US and several countries in Europe.

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Founded in 2005 by supply chain risk management expert Jennifer Bisceglie, we have grown into the largest and most influential player in the emerging operational resilience space. This past July we achieved $100 million dollars in Series C funding led by the investment firm Night Dragon, with additional participation from Series A and B investors Kleiner Perkins and Venrock. This latest round of funding brings Interos’ valuation to $1billion, earning us unicorn status.

Based in Arlington, Va., Interos’ breakthrough SaaS platform leverages artificial intelligence and machine learning to model the entire business ecosystems of companies into a living global map. Users can drill down to any single supplier, anywhere – helping businesses and government organizations reduce risk, avoid operational disruptions, and achieve dramatically superior resilience and performance. We have seen hypergrowth in the past 3 years and continue to expand our team across the US and several countries in Europe.

The Opportunity:

The Senior Customer Success Manager is a high visibility role that plays a vital part in the growth of Interos. This individual is the single point of contact for our customers and is responsible for customer delight by prescriptively leading the execution of client engagements and successfully managing the customer journey. To perform this role successfully, you need to be a hands-on solution focused individual that can manage SaaS engagements, quickly learn the product, and articulate its business value to customers while ensuring that engagement tasks are planned, executed, and tested thoroughly. To be successful in our Customer Success organization, all team members will have cross-functional responsibility across Interos to work with other teams and contribute to our company maturity and product. They are expected to be highly “hands-on” with the product.
 
Essential Functions/duties:
  • Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle; build and maintain multi-level client stakeholder relationships to continuously link Interos deliverables to our customers’ requirements.
  • Understand what success looks like to the client, how our solution fills that need, and measure our success against it.
  • Work with customers to understand use cases; Immerse yourself in your customer’s industry and business trends to become a trusted business partner and adviser. Work with clients to define and document stakeholder’s business requirements and develop solution strategies
  • Proactively develop project plans, manage services staffing, maintain up to date status reports and manage the identification of risks and issues
  • Act as an advocate and voice of the customer with internal Interos teams to ensure the customers’ needs are understood and addressed
  • Evangelize Interos capabilities and potential within the customer’s organization
  • Collaborate with other Engagement Managers and/or project leads to manage program profitability through aligning activities and resources to strategic account goals
  • Collaborate extensively with peers to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations
  • Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients
  • Ensure a high degree of renewals for a defined customer portfolio by providing education and services related account management; identify account risks and define mitigation plans as needed
  • Coordinate with Sales teams in providing insight to customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings
  • Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company.
  • Responsible for, and assessed on, Client Net Promoter Scores (NPS) for all engagements that align to your assigned industry portfolio.
  • Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help us establish new best practices.
  • We want to hear your ideas!
 
Minimum Qualifications: 
  • Bachelor’s Degree with 6+ years of Customer Success experience OR equivalent years of experience in a related field or, a Master’s Degree with 5+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting,
  • Project Management or Engagement Management
  • Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
  • Experience in managing strategic accounts
  • Strong interest in technology
  • Self-starter and ability to thrive in a fast-paced environment
  • Analytical and detail-oriented
  • Strong prioritization, organization, and project management skills
  • Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
  • Strong presentation skills
  • Ability to conceptualize new solutions - be creative, not constrained by traditional methods/solutions.
  • Ability to work with individuals at varying levels of technical knowledge in a complex environment and resolve issues.
  • Ability to initiate and lead conversations with both internal and external teams.
  • Comfort in an environment that tests your adaptability and agility.
  • Ability to take ambiguous situations and apply a structured framework to get to a shared conclusion.
 
Preferred Qualifications:
  • Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical).
  • Ability to manage multiple projects/initiatives to meet predetermined deadlines, setting direction for and ensuring the success of all prospect engagements.
  • Ability to function independently, with minimal supervision, setting direction communicating effectively with internal and client stakeholders, and enlisting help as needed.
  • Ability to establish friendly, professional, and cooperative relations with internal and external contacts.
  • Organizational Skills (strategic thinking, goal setting, business metrics driven, time management, etc.).

Vaccination Requirement:

Interos is required to comply with Federal Executive Order 14042 mandating employees be vaccinated against COVID-19. Accordingly, as of January 4, 2022, all Interos employees must be fully vaccinated* against COVID-19, unless you have a legally valid medical or religious reason. Any requests for exemptions based on medical or sincerely held religious beliefs will be evaluated confidentially by our Chief People Officer after hiring.

*Fully vaccinated means an individual must have received their second dose of the Moderna or Pfizer vaccine or the single dose of the Johnson & Johnson vaccine no later than 14 days before January 4, 2022.

BENEFITS:

  • Comprehensive Health & Wellness package (Medical, Dental and Vision)
  • 10 Paid Holiday Days Off
  • Flexible Paid Time Off (FTO)
  • 401 (k) Employer Matching
  • Stock Options
  • Career advancement opportunities
  • Casual Dress
  • On-site gym and dedicated Peloton room at headquarters
  • Company Events (Sports Games, Fitness Competitions, Birthday Celebrations, Contests, Happy Hours)
  • Annual company party
  • Employee Referral Program

 

Interos is proud to be an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected]

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Interos is proud to be an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

If you are a candidate in need of assistance or an accommodation in the application process, please contact HR@interos.com

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Ensure Operational Resilience

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Build operational resiliency into your extended supply chain:

  • 889 compliance – ensure market access
  • Data sharing with 3rd parties and beyond – protect reputation
  • Concentration risk – ensure business continuity
  • Cyber breaches – assess potential exposure
  • Unethical labor – avoid reputational harm
  • On-boarding and monitoring suppliers – save time and money