iREMS Customer Success Manager

**DUTIES** ---------- * Develop a deep understanding of your customer’s’ business requirements, industry challenges, and goals * Gain a strong understanding of how our customers are using iREMS in order to maximize their adoption, provide best practice solutions, and ensure account retention and growth * Develop and manage a portfolio of core customers, working to identify new expansion opportunities and close upsells and renewals * Facilitate customer onboarding and training * Leverage internal business analytics tools to assess customer adoption and potential churn risk. Create and implement customer success plans for at-risk customers. * Provide high-level support - Monitor support tickets and flags anomalies (frequent, recurring problems, etc.). Perform defined customer support activities from time to time, to round out your skills and product knowledge; improve customer relationships by providing timely and accurate responses to their inquiries * Participate in business backlog review to report discovered problems/bugs and to understand problems discovered elsewhere * Accelerate new user adoption through functional and conceptual instruction and provide continuous education on new feature enhancements * Be the voice of the customer internally and build a strong working relationship with the product team to provide customer feedback and ensure customer success - Regular status calls - weekly, bi-weekly or monthly * Build trust by providing responses to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate * Recognize customer trends and collaborate with internal teams on solutions to improve the customer experience maintaining a continuous improvement mindset * Report regularly to internal stakeholders on various customer success metrics * Document the business relationship and internal performance reporting - Keep client project documentation up-to-date (in CRM, Academy Client Projects and Alfresco) **WHAT YOU NEED** ----------------- **TO SUCCEED** -------------- * Exceptional ability to communicate complex business and technical concepts in a clear, accessible way * Clear, precise written communication and strong presentation skills with a client-oriented mindset * Proactive thinking that anticipates potential issues and spots emerging opportunities before they surface * Able to quickly understand client problems and develop effective, tailored solutions * Confident client management skills with the flexibility to adapt to evolving client needs * Able to manage multiple projects in parallel while consistently meeting deadlines and maintaining priorities * Strong systems logic with the ability to understand and map business processes into software * Growth mindset: genuinely open to new approaches and committed to finding holistic best practices across workflows * Collaborative team player who welcomes feedback and drives constructive outcomes **REQUIRED** ------------