Customer Success Manager, Defense Industrial Base

EXIGER - Mclean, VA

Full-time - Mid Level

Hybrid - Mclean, VA

Administrative and Support Services

About the position

Exiger Government solutions is looking for a Customer Success Manager to help our clients achieve success in their unique mission utilizing Exiger's software and tech-enabled solutions, and to grow Exiger by providing value to your customers and peers.

Responsibilities

• Develop a presentation that outlines Exiger's core technology in support of supply chain security solutions
• Onboard new users and brief them on all the capabilities we can provide
• Develop new ways to apply Exiger technology based on the client's mission and work with their internal team to test and roll out
• Conduct training (in-person or virtual) on how your clients can apply the technology to their mission
• Attend conferences about Supply Chain Risk Management
• Travel to client site or alternate site for meetings, training, and/or conferences
• Advise your clients on how best to utilize the software and tools they have purchased to obtain actionable insight
• Conduct initial troubleshooting on any technical issues your clients are having and work with the tech team to resolve
• Translate your clients' needs and mission into products Exiger can offer and confidently propose those ideas to the client
• Inquire about a client's needs and maintain client success by developing trust and rapport
• Collaborate with your manager and other teammates to grow your client management skills
• Partner with delivery to ensure the successful delivery of work
• Provide support to the Exiger sales team to highlight accomplishments your clients are experiencing as a thought leader in the SCRM world
• Analyze data from Exiger products to make informed recommendations to each customer based on their value drivers
• Conduct ongoing training across Exiger's full suite of product capabilities to build and maintain your technical knowledge in support of your clients.

Requirements

• Bachelor of Science degree - preferably Manufacturing/Operations, Engineering, or experience in a manufacturing environment
• Proven experience in project management including written and oral communication regarding schedule, resources, and tasks
• Collaborate with Sales and Product Teams to ensure seamless customer experience
• Meticulously organized, detail oriented, and maintain detailed and accurate records
• Analytical mindset used to collect and analyze information, problem-solve, and make decisions or informed recommendations to customers
• Ability to identify opportunities to expand the customer's account through upselling and cross-selling
• Strong Microsoft Office skills- particularly Excel and PowerPoint
• Oral and written communication is clear and persuasive
• Demonstrates the ability to give confident and informative presentations in person and remotely
• Receives and gives constructive feedback to push the business forward.

Nice-to-haves

• Knowledge of SaaS Industry and Products
• Experience working with and an understanding of the Defense Industrial Base
• Ability to identify upsell opportunities in existing accounts and apply sales techniques to grow accounts YOY
• Experience in supply chain risk management (SCRM)
• Experience as a Customer Success Manager, ideally over SaaS sales
• Project Management Certificate or equivalent
• MS Excel level: Advanced.

Benefits

• Discretionary Time Off for all employees, with no maximum limits on time off
• Industry leading health, vision, and dental benefits
• Competitive compensation package
• 16 weeks of fully paid parental leave
• Flexible, hybrid approach to working from home and in the office where applicable
• Focus on wellness and employee health through stipends and dedicated wellness programming
• Purposeful career development programs with reimbursement provided for educational certifications.