About Ingage
We know a top performing sales team is critical to the livelihood of a company. We also understand that a lack of engaging sales content leaves a sales team unprepared to compete in the market. At Ingage, we believe it's just plain wrong that it's so hard to create engaging sales content, share it with the people who need it, and measure the impact on the business.
Powering interactive and dynamic sales presentations since 2008, Ingage is a digital presentation platform with a mission to empower everyone to create, share and measure best-in-class content. Close more deals with powerful presentations from Ingage.
Position Summary
In this role, you will be responsible for all aspects of the post-onboarding customer relationship through annual renewal and growth. You will become the customer's primary point of contact and their trusted advisor. With each live customer interaction you will be focused on leading them through a positive customer journey and delivering ongoing education to ensure their continued adoption of the Ingage Solution. Cross-functional team collaboration with Sales, Marketing, Design, and Onboarding is required to ensure success throughout this entire customer journey. You will become an expert and confident advisor with Ingage products and services so you can guide the customers on how to get the most out of the software. Critical measures of success in this role and across your book of business will be to increase product adoption, renewals, and growth, all while reducing customer churn and preventing license downsell.
Key Characteristics
All Ingage team members have the following key characteristics:

• Value Focused: Evaluate the short-term ROI and long-term scalability of all resources spent to drive growth.
• Problem Solver: Tackle problems strategically and apply critical thinking to create solutions that drive value for the company and the customer.
• Customer First: Approach all aspects of the business with an eye toward driving lasting value and satisfaction for the customer.

You Will

• Be the primary point of contact for our customers through their post onboarding customer journey
• Manage CRM and Customer Success systems for all named accounts
• Manage email and phone communications with customers
• Monitor customer usage metrics to determine customer health
• Proactively identify and engage with customers based on their customer health
• Identify up-sell opportunities and risk based on customer health
• Manage existing customer agreements, renewals, and mid-term growth deals
• Run predefined CS plays to grow and/or retain customer revenue
• Report learnings and insights from customers to the Product team
• Serve as an escalation point for customer technical issues to the Support team as needed
• Report customer bugs and feature requests using established procedures
• Be knowledgeable of product release schedules and release content
• Recognize and confirm opportunities for customer testimonials and references

Requirements

• 2+ years of experience in a customer facing role in Customer Success and/or Account Management
• Excellent writing and verbal communication skills
• Strong empathy for customers and passion for revenue and growth
• Understanding of software and technology with an eye towards benefits to end users
• Analytical and process-oriented mindset
• Exceptional organizational and time-management skills to coordinate across teams
• Flexibility and comfort in a fast-paced environment with rapidly changing business needs
• Willingness to take direction and feedback
• Positive attitude and active contributor to the greater Customer Success team
• Construct, interpret, and negotiate commercial proposals for software license and service
• Articulate and present in a clear, concise and professional manner
• Keep your cool under pressure and proactively avoid escalated customer situations
• Demonstrated ability to create content with desktop publishing and creative software (PowerPoint, Keynote, ...)
• BS/MS degree in field or relevant work experience

Preferred

• Experience with HubSpot, Notion, Slack, Zoom, Teams, and G-Suite
• Familiarity using Mac and iPad

Location
Remote - For this position, the team member can work from our headquarters in Yardley, PA or their home office in the United States.
Compensation
Ingage offers a competitive compensation package commensurate with experience.
Why you'll love working here
Ingage believes people come first and beyond building great products, our mission is to build a great company. We want Ingage to be one of the best places to grow personally and professionally, and that starts with making sure every member of the team gets what they need to feel energized about their work and enthusiastic to learn something new.
Benefits of working at Ingage include:

• Flexible working hours in coordination with your team
• High-quality health insurance, active from your first day
• MacBook shipped to you + budget for your peripherals of choice

Diversity
We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, able bodiedness or gender identity. Ingage celebrates what makes every member of our team unique, and strives to create a workplace where everyone can be their truest selves. If you require any accommodations to succeed in your role and feel supported in the workplace, please feel free to let us know.
Reports To
Director, Customer Success
FLA Status
Exempt