Customer Success Manager - R2138

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary:

If you are looking for a high energy and fast paced position as a Customer Success Manager come join NAVEX Global’s Customer Success Team!

As a Customer Success Manager, you will be responsible for working with new and existing customers to ensure that they are successful with NAVEX Global solutions. As part of the company’s Customer Success organization, you will work with our Delivery Services and Client Support Teams to ensure a client’s journey from purchase to production is smooth and well managed. You will also monitor on-going customer health and establish a cadence for customer interactions that ensure each customer is fully optimized on their existing deployed solutions. In summary, your job is to ensure that you deliver value to our customers.

We Offer You:

An organization that is secure, growing and thriving with a reputation that we are proud to say is absolutely second to none
A workplace experience that is based on our determination to retain you each day and enables you to learn, grow and develop your career, and people dedicated to your success at every level
Competitive pay with benefits that matter, including the time and flexibility to balance the multiple roles you play in life

What You Will Do:

Serve as the liaison between NAVEX Global and our Enterprise customers
Manage ongoing customer needs effectively to drive high customer retention and loyalty
Monitor and manage cross-department customer requests and activity
Drive customer adoption & awareness of NAVEX Global solutions through education and continuous learning
Advocate customer needs and issues cross-departmentally and to senior leadership
Manage and conduct Quarterly Business Reviews (QBR’s)
Work to identify and develop upsell / cross-sell opportunities
Partner with internal stakeholders to develop renewal readiness action plans to address any obstacles limiting adoption or creating renewal risk
Drive customer participation in NAVEX Global Communities and use of available knowledge base and online support tools
Ensure consistent and accurate customer contact records
Monitor and manage customer satisfaction and customer health

What You Will Need:

A passion for customer success and laser focus on providing customer value
5+ years of customer facing experience in a customer success, account management or professional services roles
Experience dealing with large, complex accounts and building relationships at the most senior business levels
Possess strong technical acumen, ability to demonstrate NAVEX solutions, understand and translate business and technical requirements to appropriate internal teams
Executive-level communication and interpersonal skills, with ability to effectively navigate and mitigate conflict
Proven effectiveness at leading and facilitating executive meetings and workshops
Ability to prioritize, multi-task, and perform effectively under pressure.
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation (SFDC, GainSight, or equivalent CRM systems)
Strong verbal and written communication skills
Ability to manage proactive and reactive tasks effectively
Experience delivering and driving software implementation and adoption best practices
Proven ability to collaborate and build strong relationships with senior level executives across corporate functions within the customer
Must be able to travel up to 20% of time

NAVEX Global is an equal opportunity employer, including disability/vets.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Apply