Customer Success Manager

Apply Job Type Full-time Description Want to work at a company committed to enabling economic growth through predictive cloud software? Do you want to get in on the next phase of growth for a software company with an amazing brand legacy and over 1,000 customers?At IMPLAN, we enable consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts and most importantly, how to leverage them.We have been around for over 35 years and are entering the next phase of growth fueled by our cloud software platform.We are currently looking for a Customer Success Manager (CSM) with a passion for providing hands-on software and economic analysis support to clients. IMPLAN has a team of CSMs that are individually assigned clients and who personally serve as their primary support resource. CSMs play a pivotal role in ensuring clients success and satisfaction with IMPLAN as both a product and a company on a daily basis. This person is expected to deliver customer outcomes by developing a clear adoption and retention strategy for the clients in the verticals assigned to them. Requirements The Customer Success Manager will be required to develop a deep understanding of IMPLAN data and all IMPLAN products. The position requires a passion for supporting our product and fostering relationships with clients, while effectively promoting sales retention and encouraging revenue growth. Their commitment to customer success is evidenced by their attention to clients needs, their provision of accurate and relevant solutions, and their fostering of meaningful business relationships. This candidate is also a flexible individual who excels in an open and fast-paced team environment, can work on multiple concurrent projects across the organization, and is an excellent communicator.Become a subject matter expert on the application and the analytical needs and challenges of clients throughout the verticalOnboard all new customers in the vertical by providing thorough and personalized orientation with regards to using the IMPLAN softwareEstablish and maintain relationships with all clients in the including from the individual contributor to the senior managementAchieve and maintain the target renewal retentionProvide ongoing analytical support to clients across multiple communication platforms, including phone, e-mail, video conferencing, and the IMPLAN support ticketing systemSuccessfully balance taking incoming orders and managing a high rate of renewalsIdentify expansion opportunities (upsell/cross sell) to grow customer spendPartner with the Education, Product, Marketing, and Data teams and serve as the voice of the customerREQUIRED SKILLS & EXPERIENCEAbility to multi-task and work with multiple software platforms simultaneouslyStrong skills in logic and problem solving, conceptual thinking, and deductive reasoningStrong research skills and experience with complex analytical problem solvingComfort with sales and upselling techniquesAbility to communicate easily with professors, researchers, and university staffExcellent verbal and written communication skillsComfort and familiarity with a team-based work environmentAbility to self-direct and prioritize with minimal supervisionWillingness to adapt and be challengedProficiency with Microsoft Office and Google SuitesFluency in EnglishDESIRED SKILLS & EXPERIENCEExperience in a software customer success, sales, or customer service position and a history of providing customer support1-3 years experience in a software customer success, sales, or customer service position and a history of providing customer supportExperience using the IMPLAN software or an understanding of input-output modeling and social accounting matricesExperience with Salesforce CRM, Zendesk, and PendoFamiliarity with web meeting tools, including RingCentral, Zoom, Microsoft Teams, Google MeetForeign language skillsREQUIRED EDUCATIONCompletion or nearing completion of a Master s degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related fieldPHYSICAL REQUIREMENTSProlonged periods of sitting at a desk and working on a computer.OTHERIMPLAN is a remote workplace. This role requires occasional travel to our Huntersville, NC office or other locations for team meetings and client visits.WHAT WE OFFERAt IMPLAN, we have crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. We are always seeking agile, engaged, and high caliber people to join our team. We offer a comfortable office environment, free snacks and drinks, company social outings, and a workweek that ends at 3 p.m. on Fridays. Benefits offered include:Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insuranceFlexible Spending AccountsRetirement 401k plan with Company MatchGym Membership ReimbursementPaid Time Off and 10 Company Paid HolidaysAll qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veterans status, or other legally protected status. Salary Description 60,000-70,000