Manager Customer Success IT Buyer

Overview

IDC is seeking for a Manager Customer Success IT Buyer. The Manager of Customer Success role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer centric. In this position, you will manage a large IT Supplier customer base of sales and marketing clients, along with managing a growing team of Customer Success Managers who partner with existing clients to proactively drive value, while acting as the voice of your customers internally at IDC.

As a trusted business partner, you’ll be focused on a positive customer experience above all else. You will ultimately be responsible for engaging with customers post-sales, driving user adoption, and managing your team’s engagement and retention targets.

IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC was recognized by the Institute for Industry Analyst Relations (IIAR) as the for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Our collaborative, innovative, and entrepreneurial culture is the perfect place for you to discover your future!

Amplify your career with the world's most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated.

• Managing a growing global team of Customer Success Managers, assisting in the development and growth of the team.
• Managing your own client base of IT Suppliers who are primarily using a SaaS data offering.
• Own, report on, and achieve key business metrics including target renewal goals, interaction counts, and CSM bandwidth metrics.
• Running pre-client demos and customer onboarding / training.
• Managing a large base of customers at scale utilizing playbooks and automation
• Ensuring all purchased products are seeing strong engagement, identify gaps, and upsell / cross-sell.
• Driving strategic client engagement and stretch goals for the CSM team.
• Partnering with sales and product to drive continuous improvement cycles.
• Delivering and communicating ROI for IDC clients, throughout the customer journey
• Acting as a trusted advisor and extension of your client’s organization
• Understanding customer outcomes through ongoing collection and analysis of data and feedback.
• Creating retention strategies.
• Sharing client feedback to help drive the product roadmap.

This is a highly visible, fast-paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.

• Bachelor's Degree or equivalent experience
• 6+ years’ experience in customer success, or account management, ideally with SaaS offerings.
• Ideally 2+ years’ experience in managing staff, willingness to manage an expanding global CS team.
• Experience working with sales and marketing client personas.
• Impressive executive presence and communication abilities.
• Strong leadership skills.
• Outgoing personality type with an unabashed attitude towards customer relationships.
• Ability to create structure in ambiguous situations and design effective processes.
• 10-15% travel within the . to visit key customers.
• Candidate will ideally hold a bachelor’s degree or equivalent, preferably in Information Technology, Business, or Sciences, or equivalent experience.
• This position is based out of IDC’s corporate office in Needham, MA. Or remote in approved locations.

At IDG, Inc., we are committed to fair and equitable pay practices. We pay our employees equitably for their work, commensurate with their individual skills and experience. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process. This process considers the experience, education, certifications, and skills required for the specific role, equity with similarly situated employees, as well as employer-verified US region-specific market data provided by an…