Customer Success Manager at Resilinc
Milpitas, CA, US / Cary, NC, US

About Resilinc:

Resilinc is the industry leading provider of Supply Chain Risk Management (SCRM) solutions for the extended supply chain and trusted by 100’s of Fortune 1000 organizations.  Resilinc’s award winning supply chain risk solutions deliver supply chain visibility, sophisticated risk analytics and robust strategies to mitigate the risk of supply chain disruptions.  Our unique and innovative SaaS technology products deliver the leading end-to-end solution that address the fundamental problem of improving supply chain visibility through multiple tiers and fosters collaboration between ecosystem partners. Resilinc is a well-funded and profitable technology company with more than 150 FTE’s globally. Our information and analytics platform enable Customers to proactively monitor their supply chain for critical exposures to global regions and work collaboratively with suppliers on risk mitigation and crisis response.

Responsibilities include but are not limited to:

Lead the on-boarding and launch of new customers while serving as their primary point of contact

Develop a trusted advisor relationship with customers to ensure that both business strategy goals and that the technical and operational timelines are aligned

Establish and communicate each customer’s unique key performance indicators

Maintain a deep understanding of our solution and serve as the ‘voice of the customer’ by providing internal feedback on how we can better serve them to maximize customer value and retention

Monitor and respond to customer inquiries, applying internal resources, escalation, and resolution processes for critical customer issues

Own the creation of internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Customer Success team

Partner across internal teams to ensure that each customer need is met

Requirements:

One year plus of SaaS customer success, account management, consulting, and/or sales and renewal experience

Outstanding relationship management, customer service and communication skills in a variety of forms (written, conference calls, presentations)

Experience developing strategies to increase adoption of solutions/sales renewals

Be able to prioritize tasks and initiatives in a fast-paced environment and collaborate with others to solve problems

Minimum 2 years of relevant work experience in pre-sales, account management, customer success, consulting or similar roles

Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions

Highly data-driven with a commitment to following the process

Excited about driving and tracking a consistent engagement process with all customers in your portfolio

Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers

Previous experience with a SaaS solutions company and/or an enterprise software company highly desired

Experience with security products and/or offerings

Ability to multi-task and work in a fast-paced environment

Flexibility for travel up to 20%

Benefits to You:

Competitive Start-up salary, bonus/commission and early stage equity

401(k) retirement plan 

Stock Options

Comprehensive health, vision, dental insurance

Competitive PTO

Work with driven and enthusiastic colleagues in a fast-paced and entrepreneurial environment, the opportunity to work on problems that matter in a highly collaborative environment.

And much more

So, if you're an accomplished & passionate  Customer Success Manager please apply now! Interviews are ongoing!

A diverse and inclusive workplace where we learn from each other is an integral part of Resilinc’s culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work.