Job Description

The Customer Success Manager is responsible for ensuring customers are getting the most out of the Vertical IQ platform. This is achieved through a variety of customer management tasks including but not limited to onboarding and training new customers, facilitating annual reviews, mid-year strategy reviews, listening to the voice of the customer, initial technical troubleshooting, and occasional training sessions. This individual will also be responsible for generating new business through current customer relationships. The ideal candidate will have a background in business banking and should have skills in customer support, communication, sales, marketing, synthesizing data, and writing. This role will contribute to company success through customer retention and growth. The individual must be comfortable working independently and with customers. They should be comfortable with learning new technology including the company’s web-based Industry Intelligence platform. The ideal person will be a friendly, customer service-oriented self-starter, with strong attention to detail and the ability to prioritize multiple tasks.

Primary Responsibilities

• Passionately support our commitment to creating an outstanding experience for our customers. 
• Build relationships with key decision makers across all accounts
• Meet with customers to conduct strategic reviews prior to renewal and at the mid-year point.
• Identify, manage, and close upsell opportunities with existing accounts
• Utilize Salesforce.com to maintain detailed notes on each relationship, building a deep understanding of each customer’s unique needs and objectives
• Help identify troubled accounts to implement brand awareness tactics and create user testimonials and best practices to boost usage
• Identify “brand ambassadors” within customer organizations, building an energetic fan base of Vertical IQ users to demonstrate product benefits and value and create shareable testimonials
• Work as a strategic advisor to your customer providing them with guidance on Vertical IQ best practices and their overall strategy
• Work effectively with other team members and throughout the organization
• Remain knowledgeable of the company's products/services to support prospect needs
• On-boarding and training of new customers 
• Support the Director of Training as a back-up trainer, facilitating web-led training sessions. 

Minimum Qualifications

• Bachelors degree and 3-5 years of relevant experience
• Experience working in a Customer Success, Account Management, Client Services or other similar customer-centric role
• A background in business banking is required. Ideal experience includes positions in business banking, credit analyst/underwriter, and treasury services 
• Experience using Salesforce.com CRM platform preferred
• A background and passion for advocating on behalf of your customers 
• Team player with a commitment to collaboration - this role will work with some of our most strategic growth customers

Competencies

• Customer service-oriented with strong verbal and written communication skills 
• Working knowledge of Business Banking with strong financial acumen
• Organized, detail-oriented, and goal-minded
• Performs well independently 
• Ability to coordinate and cooperate with other teams and individuals to meet objectives 
• Technical knowledge to conduct initial conversations with customers related to integrations
• Extensive knowledge of the Vertical IQ platform
• Willingness to learn
• Comfortable with Public Speaking
• Working knowledge of the Sales Process (prospecting, networking, nurturing relationships)

Location

Vertical IQ operates in North America with an office in Raleigh, NC. This role can be based anywhere in the United States with a preference to the Raleigh, NC area. The position will also require up to 25 percent travel.

Benefits

In addition to salary and the potential for bonus, the position is eligible for Vertical IQ’s standard benefits which today includes health insurance for the employee, 401(k) plan with matching, stock options, four weeks paid vacation, company holidays, gym membership and more.

Company

Headquartered in Raleigh, NC, Vertical IQ is a nationally recognized leader in Industry Intelligence. Whether they’re pitching a local brewery or a national biotech company, successful sales, marketing, and customer success teams use Vertical IQ to better understand a prospect’s or client’s business challenges before, during, and after meetings. Covering more than 97% of the economic revenue in the US and Canada through more than 920 Industry Profiles and 3,400 local economic reports, Vertical IQ equips users with the confidence and credibility to make memorable first impressions and sustain enduring relationships.

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