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.
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, specifically in Integrated Risk Management. As part of the company’s Customer Success organization, you will work with Professional Services, Customer Support, and Learning & Development to guide the customer’s journey from purchase to production, and beyond. You will also monitor ongoing customer health and establish customer objectives to coach them through software adoption across the organization. In summary, your job is to ensure that we deliver value to our customers!
We Offer You:
An innovative 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 inclusive and based on our determination to retain you each day as well as 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 IRM Customers, managing their ongoing needs effectively to drive high customer retention and platform adoption
Monitor and manage cross-departmental customer requests and activity
Drive awareness of NAVEX Global IRM solutions through education and continuous learning
Manage and conduct regular business reviews, establishing customer objectives; managing and monitoring ongoing customer health and satisfaction
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
Manage multiple projects and responsibilities simultaneously and consistently with minimal supervision, reporting and communicating updates to project teams, including stakeholders and internal management teams
Evaluate existing systems, process and/or user needs to analyze, recommend, design and implement best-practice associated to NAVEX Global IRM product
Develop and maintain a deep understanding of the functional architecture of NAVEX Global’s IRM solution functionality and features to effectively present solution to customers and provide functional and technical expertise
Design creative solutions for customers to address specific requests outside of the “out-of-the-box” feature set of NAVEX Global’s IRM solution
Travel will be required up to 10% of the time (pending due to COVID)
What You Will Need:
A Bachelor’s degree from accredited university or college, preferably with an operations, business management or technical emphasis
2+ years of customer facing experience in a customer success, account management or professional services role, preferably in a SaaS based environment
1+ years' experience in technical or software implementation or consulting
Knowledge and familiarity of Integrated Risk Management or general regulatory compliance
Experience managing and collaborating with large, complex accounts and building relationships at the executive level
Strong business and technical acumen with the ability to understand and translate business and technical requirements to appropriate internal teams
Proficiency with business processes including sales, services & support, business applications (MS Office Suite) and automation (Salesforce or equivalent CRM)
Exceptional prioritizating, organizational and time management skills with the ability to multi-task and perform effectively under pressure with an analytical and systematic approach
Proven effectiveness at leading and facilitating executive meetings and workshops with the ability to effectively navigate and mitigate conflict
Excellent verbal and written communication skills and a commitment to collaborate with people across a variety of levels with different backgrounds
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!