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Customer Success Manager

About Nicus Software

Nicus Software is a rapidly growing software company providing IT Financial Management (ITFM) solutions to large enterprises and state and local governments, helping world-class IT organizations make informed investment decisions, and enabling CIOs tell their IT value story.

Job Overview

The CSM creates long-term, trusting relationships with our customers. The CSM’s role is to oversee a portfolio of assigned customers, preventing churn, and developing new business opportunities which can be referred to Sales for pursuit.  Responsibility for customer is “cradle-to-grave” including being significantly involved in customer implementations and upgrades as a project manager and coordination point.

Responsibilities

Customer success responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders. During initial implementation, the CSM helps manage the implementation when necessary and in all cases seeks to build a positive relationship with the customer from the inception of the contract.  CSM also answers customer inquiries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Customer Service, Professional Services, Sales, and Product) to improve the entire customer experience. This position may require occasional travel (post pandemic).

Great communication skills are required.  Familiarity with Salesforce.com is a plus.

The CSM is charged with maintaining and growing the long-term revenues from his or her customer base.  

  • Serve as the lead point of contact for all customer account management matters, including implementations (both Nicus-led and partner-led)
  • Build and maintain strong, long-lasting customer relationships
  • Process contracts and close agreements to maximize profits
  • Develop new business with existing customers and/or identify areas of improvement to meet customer revenue goals
  • Forecast and track key account metrics
  • Collaborate with sales team to identify and grow opportunities
  • Assist with challenging customer requests or issue escalations as needed

Requirements

  • Work experience as an Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • Solid experience with CRM software and MS Office
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • BA/BS degree in Business Administration, Sales or relevant field

This position is temporarily remote but will eventually report through our Roanoke, Virginia office. We will selectively consider permanently remote candidates based on experience.

Nicus offers a competitive base salary, bonus, and benefits, including medical, vision and dental as well as a matching retirement plan.

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