iREMS Customer Success Manager

Develop a deep understanding of your customer’s business requirements, industry challenges, and goals
Gain a strong understanding of how our customers are using iREMS in order to maximize their adoption, provide best practice solutions, and ensure account retention and growth
Develop and manage a portfolio of core customers, working to identify new expansion opportunities and close upsells and renewals
Facilitate customer onboarding and training
Leverage internal business analytics tools to assess customer adoption and potential churn risk
Create and implement customer success plans for at-risk customers
Provide high-level support - Monitor support tickets and flags anomalies
Perform defined customer support activities from time to time to improve customer relationships
Participate in business backlog review to report discovered problems/bugs and to understand problems discovered elsewhere
Accelerate new user adoption through functional and conceptual instruction and provide continuous education on new feature enhancements
Be the voice of the customer internally and build a strong working relationship with the product team to provide customer feedback and ensure customer success
Build trust by providing responses to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate
Recognize customer trends and collaborate with internal teams on solutions to improve the customer experience maintaining a continuous improvement mindset
Report regularly to internal stakeholders on various customer success metrics
Document the business relationship and internal performance reporting - Keep client project documentation up-to-date