Position Overview
IMT’s Customer Success Manager is responsible for building, delivering, and supporting projects for multiple IMT business units. Using industry best practices for project and account management along with solid technical knowledge, the Customer Success Manager will drive strategic deployments along with project and support initiatives.
You will have a strong background in Customer Success and Project Management. You will also have a solid leadership background since the position leads by influence rather than direct authority. Effective collaboration and communication skills are also critical since this key strategic driver will need to partner with Development, Engineering, Sales, Support, and senior leadership to deliver a successful outcome.
A successful IMT Customer Success Manager expects to proactively drive expected results through project oversight and excellent customer service, to deliver initiatives on time and to the customer’s satisfaction.
Responsibilities and Duties
- Along with additional members of the Success Team, act as primary coordinator technical support, assigned projects, and 3rd party service engagements
- Follow IMT project guidelines responsibilities, utilizing all appropriate tools and resources as required per task and coordination effort
- Responsible for delivery quality for all clients and provide escalation points for project issues resulting from client-site and remote support
- Actively Manage and Track Project, Support Ticket, and 3rd Party progress; report progress to team members, clients, and other stakeholders as needed
- Works effectively and collaboratively with the sales, pre-sales, support, and engineering delivery team members
- Determine the frequency and content of status reports from the technical support team, analyze results, troubleshoot problem areas, escalate as necessary
- Manage all relevant support, customer, internal and vendor communication
- Work with procurement and finance to ensure invoicing and billing are captured and closed as necessary
- Report support and project coordination activities and progress to PMO Leadership regularly with statistical analysis and improvement of action plans
- Coordinate and Manage PMO specific Inventory and Project logistics
- You will periodically train and obtain certifications relevant to crucial account and/or IMT technology goals
- Develop/Participate in iterative improvements to project/support/account management best practices and tools for project execution and account management.
Position Requirements
- Experience with Support and/or Project Coordination
- Customer service skills an asset
- Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial
- Experience at working both independently and in a team-oriented, collaborative environment is essential
- Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
- React to project adjustments and alterations promptly and efficiently
- Flexible during times of change
- Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines
- Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments
- Ability to defuse tension among project team, should it arise
- Ability to bring projects to successful completion through political sensitivity.
- Strong written and oral communication skills
- Strong interpersonal skills
- Adept at conducting research into project-related issues and products
- Must be able to learn, understand, and apply new technologies
- Provide education and training to peers, sales and presales staff, and others internally
- Illustrate leadership through teamwork on all engagements, both internally and externally
- Ability to organize and prioritize work in a multi-tasking environment
- Ability to meet deadlines, follow-through on commitments, and take corrective action where appropriate
Professional Qualities
Leadership
- Challenges others to develop as leaders while serving as a role model and mentor
- Manages the development of the team by ensuring, when possible, that project tasks are in line with each expected result
- Inspires co-workers to attain goals and pursue excellence.
- Identifies opportunities for improvement and makes constructive suggestions for change
- Manages the process of innovative change effectively
- Complies with and helps to enforce standard policies and procedures
Teamwork
- Consistently acknowledges and appreciates each team member’s contributions
- Effectively utilizes each team member to their fullest potential
- Motivates team to work together in the most efficient manner
- Keeps track of lessons learned and shares those lessons with team members
- Mitigates team conflict and communication problems
- Plans and facilitates regular team activities outside of the office
Work Conditions
- Extended hours may be required to meet project deadlines or critical account requests.
- Sitting for extended periods
- Physically able to participate in training sessions, presentations, and meetings.
- Travel may be required for meeting with clients, stakeholders, or on-site personnel/management.
