About the roleThe Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company's largest enterprise customers related to utilizing the Company's information technology products and platform.
What you'll doSpecific job duties include the following:
- Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue.
- Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule.
- Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems.
- Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
- Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company's platform.
- Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules.
- Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring.
- Ensuring interoperability and data consistency across modules during deployment.
- Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues.
- Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
- Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes.
- Uses the following tools and technologies: Hubspot, Totango, Salesforce, B2B SaaS, Hubspot, Totango, Salesforce, Inspectorio Platform (Sight, Risk, Traceability, Lab Testing), Jira, Confluence, Asana, Miro, Figma, BigQuery, Google Cloud Platform, Excel (Advanced), Google Sheets (Advanced).
- Travel required up to 25% of the time per year within the U.S. and Canada.
QualificationsThis position requires a Bachelor's degree or equivalent in Business Administration, Economics, or a related field and two (2) years of experience in a related occupation. Must also have 24 months of experience with each of the following:
- Managing and measuring success of information technology projects, including return-on-investment (ROI).
- Driving business development efforts for information technology products, using Salesforce, B2B, and SaaS.
- Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
- Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
- Utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform.
Employer will accept experience gained concurrently.
Full-time position. HQ in Minneapolis, MN. Telecommuting (work from home office) is available from anywhere in the US. Please apply online at https://www.inspectorio.com/about/careers.
Salary: $87,506 to $120,000/year. We offer standard company benefits, including health, dental, vision, 401(k) retirement plan, commuting benefits, and employee referral bonuses. Visit our website for a general description of our benefits.
