Remote Enterprise Customer Success Manager at Indico

Date Posted: September 14, 2024

Location: USA

About Indico Data

Indico Data automates essential workflows for enterprises in document-intensive industries such as insurance, financial services, and healthcare. Our Indico Intelligent Intake™ Solution empowers organizations by freeing their experts from tedious, manual tasks, enabling them to make better decisions with superior data.

Job Overview

We are seeking a skilled Enterprise Customer Success Manager to join our growing team, reporting to our VP of Professional Services. Your role will be critical in maintaining and growing our existing business within the Indico Customer portfolio. This position offers a unique opportunity to influence and directly contribute to our rapid growth, especially as we continue to attract and retain Fortune 1000 customers across various markets.

Role Responsibilities

Strategic Account Management (50%)

• Manage a portfolio of onboarded customers through strategic account planning and regular engagement to drive product adoption and customer retention.
• Develop and execute value realization plans by tracking product usage, customer satisfaction, and benefit realization.
• Act as the main liaison for onboarded customers, driving engagement and adoption through regular check-ins, product feedback sessions, and use-case qualification.
• Maintain a detailed knowledge of each customer's Indico footprint, ensuring alignment with their evolving needs.
• Collaborate closely with our Enterprise Sales team to identify and drive expansion opportunities.

Product Expertise (35%)

• Demonstrate deep expertise in Indico’s platform capabilities, offering customers best practices related to user experience and troubleshooting.
• Serve as the go-to resource for customer inquiries on platform functionality, leveraging Indico’s extensive knowledge base, documentation, and internal resources.
• Lead product demonstrations tailored to customer use cases, showcasing the breadth of our platform’s capabilities.
• Communicate Indico’s product roadmap to customers, ensuring transparency about upcoming features and products while continuously soliciting feedback.
• Deliver targeted product training sessions to empower customers in utilizing the platform effectively.

Engagement Management (15%)

• Exhibit exceptional project management skills by managing multiple customer initiatives, ensuring timely action, plan development, and clear executive-level reporting.
• Maintain records of customer-related challenges, feature requests, and their resolutions.
• Execute detailed project plans for customer upgrades, managing risks and providing regular updates.
• Collaborate with internal and external stakeholders, ensuring alignment and ownership of customer inquiries.
• Demonstrate exceptional communication and listening skills for effective customer feedback synthesis and plan development.

Requirements

• 5+ years of managing a portfolio of enterprise-grade customers with a proven track record in driving value and scalability outcomes in the SaaS or AI/ML space.
• A curious, self-directed, and lifelong learner with a passion for staying ahead of industry trends.
• Technical proficiency with experience in independently upskilling on complex products to deliver user-based demonstrations and troubleshooting.
• Exceptional written and oral communication skills, specifically at the executive level.
• A strong desire to build strong, lasting relationships with customers.
• Proven success in executing complex projects, including stakeholder, scope, and timeline management to meet high-quality outcomes.

Disclosures: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. Violating this law includes criminal penalties and civil liability.

Additional Information: Interested candidates can .