Customer Success Manager

• 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.
• Assist with the development of 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!

• Bachelor’s Degree with 3+ years of Customer Success experience OR equivalent years of experience in a related field.
• Project Management or Engagement Management experience.
• 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.

• 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. 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.

Benefits: