Lux Research Inc Regional Manager, Customer Success- Americas in Boston, Massachusetts
Lux Research is seeking a Regional Customer Success Manager for the Americas region who is passionate about helping companies understand emerging technologies. As a Regional Customer Success Manager you are motivated by managing people and driving results. You are a confident people manager who provides clear instruction and guidance to your team. You are data-driven and capable of evaluating your regions health metrics and the contributions of your team. You use those insights to identify and execute actions that drive ongoing value, expansion and long-term loyalty and retention.
Leading a team of highly engaged CSMs who are delivering value to Lux’s clients by driving engagement strategies, along with managing the health and retention of their clients. They are overly enthusiastic about their clients and their business objectives, anticipating their needs and demonstrating actionable value and insights delivered from our solutions.
We are Growing and require leaders who are eager, ready to take off and who will partner with us as we scale and GROW!
Motivate, coach, inspire, and manage your regional team of customer success managers to be highly effective and fulfilled
Lead by example and take the team gracefully through change as we are undergoing a transformation with our engagement model, streamlining processes and tools to match the scale and growth at Lux
Hire, develop and train CSMs to meet projected growth targets
Serve as the point of escalation for customer issues and manage through to resolution
Set and manage your teams’ objectives and priorities to ensure customer adoption, retention, expansion, and satisfactory targets are achieved and aligned with growth targets
Provide regular and ongoing performance feedback to your individual team members and that of the full team
Present team progress, results, risks, and successes to leadership
Analyze usage patterns, data patterns and trends to provide insights, drive and maintain high levels of satisfaction, user adoption of Lux and its services to retain clients and mitigate churn
Drive customer outcomes in support of your team in the field
Build, develop and own process improvements and customer success standard operating procedures
Own and execute on key strategic accounts
7-10 years of customer success, account management, customer service, or related experience
3+ year direct people management and customer-facing roles leading customer success managers with revenue and growth-based goals
Bachelor’s degree. A degree in the sciences or engineering is a plus
Proven experience building relationships and trust with clients and stakeholders
Exceptional strategic planning skills with demonstrated ability to execute against strategy
Outstanding attention to detail, organization, decision making, and analytical skills
Self-starter, results-driven with the ability to meet both short and long-term business goals
Ability to manage time well and meet deadlines
More About Lux:
Lux Research is a leading provider of tech-enabled research and advisory solutions, helping clients drive growth through technology innovation. A pioneer in the research industry, Lux uniquely combines technical expertise and business insights with a proprietary intelligence platform, using advanced analytics and data science to surface true leading indicators. With quality data derived from primary research, fact-based analysis, and opinions that challenge traditional thinking, Lux clients are empowered to make more informed decisions today to ensure future success.
Analysis you trust. Opinions you rely on. Make better decisions, faster. For more information visit www.luxresearchinc.com, connect on LinkedIn, or follow @LuxResearch.
Lux Research is an Equal Opportunity Employer
Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.
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