Customer Success Manager

Description

Intelligence at the Speed of Business.

ibml is a world leader in digital transformation. Our solutions are trusted by the world’s largest organizations and governments. We set the industry standard, but we do not believe in resting on our laurels, so we continue to innovate. Our solutions are in demand.

We are seeking an enthusiastic, tenacious, Customer Success Manager to join our team. You will be given the opportunity to work closely with and learn from experienced cross functional team members while staying obsessively focused on our clients.

PURPOSE

The primary function of the Customer Success Manager will be to proactively reach out to clients to partner with them to create value, understand their current use of the ibml systems, assess current process/workflow and business outcomes. This role will collaborate with clients on how to increase efficiency of their operations, implement best practices, improve the overall success of the client team. The goal of this position is to assist ibml and our clients in identifying and maximizing Product and Services revenue through proactive improvements.

ROLE AND RESPONSIBILITIES

• Build Trusted rapport with clients
• Ensure overall customer satisfaction with ibml products and services
• Analyze customer operations for the purpose of process improvements
• Maintain technical relationships with customers, re-sellers, and suppliers and report on new industry trends.
• Develop, provide, and maintain presentation tools, spreadsheets, handouts, and technical documents, as needed.
• Remain current on industry trends and help position ibml products and services as the industry leader
• Maintain technical product skills in the areas of networks/communication, databases, and ibml products
• Sell additional PS services to existing clients.
• Spend time with client teams to understand both successes and pains

SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Salesforce - Creating opportunities, managing account plans.
• Bachelor's level degree in a technical field (Engineering, Computer Science, MIS, or equivalent degree)
• Minimum of 1-3 years of experience in document imaging and data capture hardware and software
• Experience in intelligent document recognition, electronic content management or related area
• Previous experience with ibml Capture or other document imaging software
• Previous experience with scanning solutions such as BancTec/Exela, NCR, Opex, or Kodak
• Minimum 2 years of business customer service experience
• Consultative selling or solution selling business-to-business
• Ability to travel in North America up to 40% of the time
• Excellent oral and written communication skills, ability to communicate to client executives
• Excellent planning, presentation, and organization skills
• Strong consultative problem-solving skills
• Strong client service orientation
• Realistic scheduling and observance of deadlines
• Integrity, creativity, intellectual curiosity, high standards, persistence, and achievement-oriented
• Ability to work collaboratively in a team-based role
• Ability to prioritize and work independently without supervision
• Proficient knowledge in the following areas: Current Microsoft Windows operating systems, SQL databases, Microsoft Office Products, Salesforce
• Resides in Birmingham, AL (area)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)