Senior Customer Success Manager
Location: Tysons Corner- Hybrid | In-Office Options
About the Role
TechnoMile is looking for a Customer Success Manager to join our team! This role owns a dedicated portfolio of customers on TechnoMile's SIMS suite for industrial and personnel security. Our Customer Success Managers are responsible for building and maintaining strong working relationships with TechnoMile customers. They are proactive and act as an escalation point for issues that impact client success by identifying retention risks and growth opportunities. As a member of the Customer Success Team, this position will aim to expand TechnoMile's adoption, retention, and ultimately, success.
What You'll Do:
- Manage customer relationships with a portfolio of assigned accounts and/or projects
- Own onboarding, adoption, and renewal for a portfolio of SIMS customers, supporting compliance-driven personnel and industrial security workflows
- Meet customer retention goals and ensure consistently high retention rates for assigned accounts.
- Serve as project manager for major and complex deployments of product upgrades for existing customers products or upsells of new products to existing customers
- Build andmaintainstrong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle.
- Act as POC for technical inquiries, issues or escalations from assigned customers and work with support agents and product teams to bring cases to conclusion
- Gain a thorough understanding of assignedclient'sneeds, campaignobjectives, and processes to ensure that they successfully adopt and deployTechnoMile.
- Ensure that customers derive maximum value fromTechnoMileand collaborate with the sales team to help upselladditionalservices, integrations, and features.
- Identifyrisks early and often to client success and aggressively/proactively engage the client wheneverthere'san identified retention issue.
- Develop and execute retention plans and/or growth plans for customers.
- Maintain current functional and technical knowledge of our products and future releases.
- Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
Qualifications
- You will have 5+ years' experience as a Customer Success Manager in B2B and/or SaaS industries; including 3+ years' experience managing average ARR of $100K+
- No prior experience with SIMS isrequired, but is strong plus
- Experience in the government security space (e.g., Facility Security Officer, personnel security, industrial security, FSO-related compliance) is a strong plus
- Customer Centric individual that has a verifiabletrack recordof customer retention and growth through passionate customer service. Clear understanding of the customer journey, focusing on building loyalty, capturing value, and fully enabling customers byidentifyinggaps or opportunities for growth.
- Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
- Previousdirect experience interacting with C-level executives and managing contract renewals
- Energetic and self-motivated; a team player who is also a proactive and creative problem solver, and carries a strong executive presence with solid communication and interpersonal skills, both written and verbal
- Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms.
- Strong analytical skills. Ability to process and interpret customer information (productutilizationdata and customer requirements) to help drive adoption
- Ability to manage multiple priorities whilemaintainingstrict attention to details, prompt responsiveness, and able to prioritize time and calendar.
- Self-starter who is proactive andis able toown the ongoing success of both large and enterprise customers
- Strong communicationand interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing,
- Working knowledge of Dynamics 365 (CE/F&O) as it relates to Power Platform extensibility
