Exiger - McLean, VA
posted 2 months ago
Full-time - Mid Level
Hybrid - McLean, VA
Professional, Scientific, and Technical Services
About the position
The Customer Success Manager for the Defense Industrial Base at Exiger is responsible for ensuring clients achieve success with Exiger's software and tech-enabled solutions. This role involves onboarding new users, conducting training, advising clients on software utilization, and developing presentations that showcase Exiger's technology. The manager will also analyze data to provide actionable insights and collaborate with various teams to enhance client management skills and support sales efforts.
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 review and analyze large sets of data to produce results for client-facing issues
- 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
