Customer Success Manager

TITLE: Customer Success Manager

DEPARTMENT: Sales

REPORTING TO: Regional Head of Customer Success Manager 

LOCATION: New York, NY

ROLE TYPE: Full-time, Hybrid

Role Overview:

You will join a highly motivated, energetic team that takes pride in landing new customers, running strategic sales cycles and delivering the IPC value proposition to a wide base of accounts across various industries.

The Customer Success Manager is an ambitious and solution-oriented professional whose personal motivations are in place to ensure IPC customers successfully adopt our products and services with a positive experience, driving growth for IPC through adoption, expansion and retention.

How You Will Make an Impact

The Customer Success Manager at IPC Systems, Inc. is crucial for the company's growth and success, focusing on driving product adoption, enhancing customer experience, and fostering growth through upsell and cross-sell opportunities.

This role involves providing world-class customer support, creating success plans, managing the customer lifecycle, and collaborating with other departments to deliver comprehensive solutions.

• Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these
• Track and report on assigned CSM related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
• Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change
• Work closely with the sales management to align on strategies, products, coverage plans, and account opportunities
• Achieve monthly/quarterly quotas of pipeline, expansion and net retention
• Connector to help IPC teams improve and expand offerings
• Own and manage the process from contract signing to project handoff to provide seamless customer support
• Be a point of contact for escalation and be able to de-escalate challenging situations - managing these issues and escalating internally where needed
• Tracks and reports on CSM key metrics and KPI’s, translates customer insights into actionable tasks, and works closely with sales management to align strategies and achieve quotas.
• Track and report on assigned CSM related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
• As a "go-to expert," they ensure customers successfully adopt IPC's products and services, driving growth through adoption, expansion, and retention.
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approached based on customer segmentation and leading a culture of continuous improvement and portfolio penetration
• Provide “World Class” Customer Support and act as an advocate to IPC Customers in order to deliver a market leading customer experience
• Create a success plan in partnership with your customer including onboarding, training, driving platform utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value
• Drive customer outcomes through the management of the customer lifecycle and customer experience through the influence of future lifetime value through higher product adoption, customer satisfaction and overall health scores and reduce churn and drive new business growth
• On site client presence acting as the POC for IPC on a regular cadence.
• Document customer usage by user group and understand the customer’s trade workflow and ecosystem by asset class.

 Essential Skills and Experience to be Successful in this Role:

• 1-2 years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets
• 1-2 years of account management and experience with demonstrated success in growth and retention
• Proven experience in building effective internal and external relationships to drive growth
• Experience engaging with end-users, articulating the value of a product, and driving adoption across multiple stakeholder groups
• Ability to communicate complex products and services functionality clearly and concisely
• Bachelor’s degree in business or related field
• Drive to continually improve and challenge existing processes and propose new strategies that help impress and retain clients 
• Great attitude that can move through ambiguity and ability to work and collaborate with a growing team 
• Results-oriented individual who is excited by the prospect of fueling the continued growth and success of IPC; relentless in pursuing goals and solving problems 
• Driven to deliver excellent service and experiences to all clients 
• Exceptionally self-motivated while being team focused 
• Excellent coaching, writing, discovery and presentation skills 
• Comfortable and willing to be a hands-on contributor and meet with customers as needed 
• Strong analytical skills with the ability to translate between strategic business decisions and their implications 
• Passion for technology and communications, well-versed in the latest trends 

Desired Skills and Experience:

• Experience in Financial Services
• Experience with Salesforce CRM preferred
• Ability to address complex issues with a focus on customer satisfaction
• Strong verbal and written communication to facilitate clear and effective interactions with clients
• Proficiency in analyzing customer data and feedback to improve service delivery
• Capability to build and maintain strong relationships with customers and internal teams
• Understanding of relevant technologies and tools used in customer success management
• Ability to provide strategic consultations and assist in upselling and driving new business
• Effective in mitigating attrition and resolving customer issues promptly

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
In addition to a collaborative, high-performing team environment, we’re pleased to offer competitive benefits, including:

• Competitive Base Salaries and Performance Bonus/ Commission Plan
• Medical Coverage, Dental and Vision, Short/Long Term Disability, AD&D and Life Insurance Coverage
• 401(k) plan with matching contributions
• Flexible PTO plus Public Holidays
• Additional Time off for Charity Work and Volunteering
• Pet Insurance
• ID Theft insurance
• Tuition Reimbursement
• Certification Bonus Program
• Access to “IPC University” our Internal E-Learning Platform
• Structured Onboarding Training and Peer Mentor Support
• Enhanced Parental Leave
• Wellness Program
• Employee Referral Scheme

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.