• Customer Success Manager – Enterprise

    Location US-NJ-Holmdel
    ID
    2018-3838
    # of Openings
    2
    Category
    Customer Operations
    Department
    Customer Success Enterprise
    Posting Level
    Management
  • Overview

    Are you passionate about customer service? Do you have superior organizational and problem-solving skills? We’re seeking a confident, customer-oriented expert multitasker and project management pro to join our team as a Technical Account Manager (TAM), where you’ll be responsible for delivering consultative technical solutions to an assigned customer base, with an eye on building and maintaining long-term relationships. As a TAM, you’ll provide best practice recommendations and will work with our customers to directly address their technical needs. To succeed, you’ll need to be both accommodating and keenly perceptive, capable of recognizing the uniqueness of each situation and modifying your approach and recommendations accordingly. If you’re a detailed, systematic tech enthusiast who’s interested in growing alongside us, we’d love to meet you!

     

    iCIMS extends a work culture unlike any other East Coast-based technology provider. We focus on hiring candidates who display our seven core competencies: passion, drive, transparency, adaptability, empathy, kaizen and customer commitment. If you eat, sleep, and breathe our competencies and desire to work in a casual yet results-driven environment that embraces innovation, then you’re just what we’re looking for!

     

    iCIMS is a high-growth Software-as-a-Service (SaaS) company that’s routinely voted one of the Best Places to Work in New Jersey. We are the industry's premier recruitment software provider, delivering technology that supports more than 3,500 contracted customers around the globe. Committed to both growth and stability, we have a lot of opportunities for career advancement within our organization. Come grow with us—apply today!

    Responsibilities

    • Establish and maintain a technical relationship with assigned customer accounts within the Enterprise segment (customers with more than 2,500 employees).
    • Is able to flex their communication style to each customer based on technical aptitude of the system.
    • Liaise with our internal Software Developers to address/resolve technical issues and provide feedback to customer, helping them to understand issues, timelines, and next steps.
    • Support assigned customers providing guidance to ensure optimum utilization of our platform and ROI.
    • Responsible for addressing & resolving complex support escalations from in-bound inquiries through our ticket system while also proactively planning touch points with assigned customers.
    • Is able to successfully complete Technical New Hire On-boarding
    • Maintain platform expertise through continued internal training – is the Subject matter expert on all iCIMS related products, including integrations.
    • Must be able to assess the Need vs Want for business requirements and provide consultative feedback with recommendations.
    • Establish and maintain internal stakeholder relationships to benefit customer needs.
    • Collect and track information and details of all problems identified and update and maintain case documentation within the Salesforce.com system related to customer issues.
    • Attempt to recreate and resolve issues without escalating the calls to advanced personnel.
    • Has a strong focus on time management and project management.
    • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies.

    Qualifications

    • Minimum 1 year of technical account management experience or experience with HRIS
    • Strong time and project management skills and the ability to assess urgency and set priorities is essential
    • Technical experience or knowledge of SaaS environment
    • CRM and / or ATS is a plus as is experience with Salesforce.com
    • Passionate about problem solving, relationship building and creating customer loyalty.
    • Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively.
    • Ability to effectively overcome customer concerns and create a win-win outcome.
    • Strong results orientation with a proven track record of flawless execution and strong attention to detail.
    • Ability to multi-task and handle multiple prospective clients and issues simultaneously.
    • Must have good working knowledge of Windows/Mac OS and its components
    • Understanding of database theory and design are a plus, but not required
    • Previous experience troubleshooting enterprise environments
    • Networking and troubleshooting connectivity, database, and performance based issues with OS and/or hardware
    • Strong knowledge of Microsoft Internet Explorer and related web-browser based technologies

    Education/Certifications/Licenses Required
    • BA/BS is required or equivalent experience in related field 

     

    iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by law.

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