Senior Customer Success Manager

Senior Customer Success Manager

As a Senior Customer Success Manager, you will be working with Ivanti’s largest and fastest-growing customers to drive their adoption of our various technologies. The primary focus of the Senior CSM is to maintain and grow Ivanti’s most promising customers, empowering their success with the Ivanti platform and ensuring that they recognise the value of their investment, whilst driving further adoption through the discovery of additional use cases.

As part of this process you will be embedded in the account, familiarizing yourself with the customer’s organizations and identifying groups, new and existing, who may be in need of additional Ivanti Services.  You will also serve as the advocate of the customer to represent their needs with the internal teams at Ivanti including Customer Support, Professional Services, Product Development, and Sales. This individual will have both business acumen as well as technical savvy to understand a customer’s business drivers and recommend a solution through our technology. 


Your Responsibilities:

• Own the success and adoption of a defined group of strategic accounts.
• Develop a trusted advisor relationship with customer and develop them into reference customers.
• Identifying and influencing Risks or Upsell Opportunities.
• Alignment with the Account Management team on accounts in your portfolio.
• Provide leadership and mentoring to other CSMs.
• Participate in onboarding process for new Ivanti strategic customers.
• Work with customer teams to build and enhance their Ivanti skillsets.
• Assist customer with identifying and defining use cases for Ivanti Products.
• Manage customer through initial launch of use cases on Ivanti platforms.
• Serve as the Escalation point and manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
• Ensure high customer satisfaction by surveying customers and making adjustments to increase customer satisfaction based on their feedback.
• Develop and execute customer success plans, and tracking and reporting on key metrics for customer adoption and success.
• Document the findings from customer interactions and communicating them to various teams inside Ivanti. Align the Ivanti Product roll out and customer’s adoption on product features Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
• Customer Engagement Analytics: Take a proactive approach by developing and monitoring systems to identify customers who may be at risk of becoming less than completely satisfied.
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.

Your Qualifications/ Experience:

• Ability to learn fast, shift directions even faster and work collaboratively on a highly effective team.
• Minimum 5 years relevant work experience in the field of project management, customer service, professional services, consulting.
• Expertise and experience dealing with large accounts at the most senior IT and business levels
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
• Software experience with on premise and cloud-based technologies, preferably SAAS software.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• BA/BS degree (or equivalent; MBA or advanced degree preferred).

Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.

Role can be  FULLY REMOTE, but you do need to speak English and another languages to secure the position: Ideally German, Spanish, Italian.

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