Incident IQ Manager, Customer Success

 

Company Overview:

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. 

The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services. Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ’s environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity, collaboration, enthusiasm, and effort.

 

Manager, Customer Success Overview:

As a Manager of Customer Success Managers at Incident IQ, you will play a pivotal key role that will be responsible for overseeing a small team of Customer Success Managers (CSMs) within the CS Organization to drive high-quality service delivery and client satisfaction through proactive account management and rapid customer response. Responsible for supporting CSM’s with a hands-on, tactical mindset providing as-needed guidance to the team. Empowered with being a cross-functional, internal advocate for team members. Key metrics for this role include client retention, process improvement, product knowledge, renewal revenue, client engagement and client satisfaction.

 

Primary Responsibilities:

• Liaison between CSM and upper mgmt within the CSorg to help execute on strategies, dissemination of information, training, product awareness, and retention efforts.
• Development of product knowledge through standing cadence meetings, keeping their team informed of product releases and updates to the roadmap
• Process improvement guidance as a thought-partner to the other members of the CS Leadership Team
• Reinforce best practices utilizing current CS Tech-Stack
• Actively involved in hiring committee for CSorg
• Onboard and mentor new hires
• Maintain Product knowledge sufficient to allow for escalations and customer-facing communications as needed by their team
• Monitor performance of CSMs; ensuring appropriate training and development is provided for the overall success of their team to meet or exceed OKR’s
• Manage a team of CSMs to establish a trusted/strategic advisor relationship with each assigned client and drive continued value of solutions
• Continue to identify efficiency improvements and playbook refinement for a stratified customer segment model

 

Additional Tasks and Duties:

 

• Oversee CSM engagement with new customers during and after implementation to ensure alignment and product adoption
• Work with the Product, Marketing and other team members to develop presentations and other materials for both internal and client-facing needs
• Participate directly in strategic and key large sales opportunities and / or renewal or retention meetings when needed.

Qualifications:

• Proven experience in being an integral part of a CS organization.
• 2+ years leadership experience is preferred
• Strong strategic and analytical skills
• Exceptional communication and presentation skills
• Proficient in leveraging data and relationship development to drive success

 

What makes Incident IQ different:

• We facilitate whole-person growth where employees can develop personally as well as professionally.
• We offer an energetic and collaborative environment; everyone’s opinion matters
• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
• We provide excellent work/life balance
• Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta!

 

Incident IQ offers a competitive salary based on experience with a benefits package for full time employees that includes medical, dental, vision, life insurance, 401k, and paid-time off (PTO).

Incident IQ is an Equal Opportunity Employer