• Customer Success Manager III - Enterprise (Technical Account Manager)

    Location US-NJ-Holmdel
    ID
    2018-4136
    # of Openings
    1
    Category
    Customer Operations
    Department
    Technical Account Management
    Posting Level
    Professional
  • Overview

    Are you passionate about the Customer Experience?  Can you assess urgency and prioritize accordingly, with the project- and time-management skills needed to follow through? If you answered yes to those questions, then you should know that we’re hiring for a technical account manager III, a critical role that sits in our Customer Success Department and helps us deliver a customer experience second to none! As a technical account manager — or TAM for short — You will partner with your customers to identify their needs, and uncover opportunities and risks, and strategically advise on best practices and proper use of the educational resources at their disposal. In turn, you will significantly impact the retention and growth of their accounts. As a TAM III, you will additionally lead by example as an early adopter of new practices and processes, assist managers and peers with escalations and higher-level support, and build and maintain open lines of communication with leadership regarding team information. If you’ve excelled in a similar role for at least five years, and are familiar with human resources information systems or possess leadership experience, then this could be the next step in your career, apply today so that we can talk.

     

    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 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 4,000 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

    • Is able to successfully complete Technical New Hire On-boarding. 
    • 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 and Platform Success Team to address/resolve technical issues and provide feedback to customer, helping them to understand issues, timelines, and next steps as escalations arise. 
    • Support assigned customers providing guidance to ensure optimum utilization of our platform and ROI using processes as outlined in the TAM Methodology and Adoption Data.  
    • Responsible for having significant impact on retention and growth of the account through the use of proactive activities. 
    • Responsible for acting as an internal quarterback. Removing barriers for assigned customers across Support, Sales, Labs etc.  
    • Maintain platform expertise through continued internal training – is the Subject matter expert on all iCIMS related products, including integrations as it related to customer product adoption.  
    • Must be able to assess the Need vs. Want for business requirements and provide consultative feedback with recommendations. 
    • Acts as a strategic advisor to customers, educating them on the resources available (i.e. support, training, etc) and ensure they are being utilized appropriately. 
    • Partners with assigned customers to identify needs, uncover opportunities and risks. Effectively surfaces leads and risk to allow for successful action or remediation.   
    • Establish and maintain internal stakeholder relationships to benefit customer needs. 
    • Maintain strong documentation within the Salesforce.com system related to customer issues, proactive tasks and general account information.  
    • Stays up to date of TA market trends and best practices and share learnings with teammates and other internal stakeholders.  
    • Has a strong focus on time management and project management.  
    • Responsible for assisting their peers and mentoring new TAM hires. 
    • Ability to have specialty in area outside of core role for broader team/department impact. 
    • Ability to assist with customer escalations. 
    • Is an early adopter of new Practice and Process within the organization. 
    • Ability to have an open line of communication to TAM leadership to surface team information. 
    • Ability to communicate with various leaders in the business to effect positive change. 
    • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies.

    Qualifications

    • Minimum 5 years of technical account management experience, experience with HRIS or previous leadership experience.  
    • Expert at time management.  
    • Strong 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. 

     

    Please note that this role starts February 2019

     

    Education/Certifications/Licenses Required 

    • BA/BS is preferred 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.

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.