JOB SUMMARY

The Customer Success Manager will play a key role in supporting the Sales team and Account Managers in customer success activities.
The Customer Success Manager will follow up with existing tier 1 and tier 2 clients to ensure that they are successful with and delighted by working with IQGeo. While the service delivery teams will be responsible for the initial implementation and delivery of the solutions to the customer, a Customer Success Manager will overlook the project to ensure that all expectations are met. After a successful delivery, the Customer Success Manager will keep regularly monitoring the usage and adoption at client side and proactively reach out to key stakeholders to ensure that they are maximizing ROI. The goal is to build high customer satisfaction and ensure clients renew their running subscriptions with us or even take new subscriptions for extra modules or users to unlock additional value. A Customer Success Manager will also act as the voice of the customers internally at IQGeo. Engaged, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies grow with IQGeo. You will manage numerous customers at different stages of the customer lifecycle. You must have a deep understanding the IQGeo product solutions and then communicate those solutions to the users.
Hybrid working policy allows for remote working. However, regular travel (at least once a month) to meet onsite with the key stakeholders of your customers, as well as with other IQGeo employees located in one of our Centers of Excellence (Ghent, Frankfurt, or Cambridge) is expected.

REQUIRED SKILLS/ABILITIES

• Build up and maintain expert knowledge on IQGeo software usage in order to have a thorough understanding of the technical scope of the sale.
• Ability to build Proof of Concepts (POCs) to demo and present new solutions to your enterprise customers (end users, technical experts, IT experts, senior management).
• Excellent listening and oral communication skills; the ability to think on your feet, to articulate technical solutions and how they can solve customer’s business problems to all audiences from the very technical to non-technical.
• Ability to build client relationships based on interpersonal skills. Enjoying to engage directly with people on customer’s side to understand their challenges and objectives
• Commitment to the success of the customer with an ability to motivate and engage experts from different departments within IQGeo to assist where needed.
• Fluent English language skills are essential.
• Being open and flexible with regards to time management and willingness to travel.
• Excellent time management skills with a proven ability to meet deadlines.
• Proficient with Microsoft Office Suite.

EDUCATION AND EXPERIENCE

• A Bachelor’s degree (or equivalent) in a relevant Engineering or Technical subject.
• Minimum 5 years of technology and industry experience and 3 years’ experience in a customer facing role in a software/networks organization, preferably working with enterprise sized customers.

DUTIES/RESPONSIBILITIES

The Customer Success Manager supports the sales managers team to drive customer retention and account expansion by:

• Manage all post-sales activity for assigned tier 1 or tier 2 enterprise customers through strong relationship-building, product and domain knowledge, planning and execution.
• Develop joint success plans (or account plans) with the customer, sales managers and delivery team to ensure there is a plan in place to drive adoption and high value use cases within the organization, often requiring change management.
• Increase customer adoption by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes.
• Maintain a deep understanding of the IQGeo products and speak with assigned enterprise customers about the most relevant new features and functionality that could be interesting for their specific business needs
• Function as the customer advocate and provide internal feedback on how IQGeo can better serve our enterprise customers.
• Work closely with Product and Engineering on identification and tracking of product improvement requests.
• Work with delivery teams on effort estimations for additional work-items like extra customisations and training. Ensure a smooth transition from presales to implementation.
• Support Sales with client business case development, as applicable.
• Potentially be involved already in the presales cycle during the engagements with a key target enterprise customer.