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International Data Group Sr. Customer Success Manager, Industry in Needham, Massachusetts

Come join IDC, the most respected global technology market research firm, recognized by the Institute for Industry Analyst Relations (IIAR) as the 2020 Analyst Firm of the Year for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Amplify your career with the world's most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated.

The Senior Customer Success Manager role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer centric, and possesses leadership skills. In this position, you will work with IDC's industry vendor clients to proactively drive value, while acting as the voice of your clients internally at IDC.

As a trusted business partner, you’ll be focused on a positive customer experience above all else. You will ultimately be responsible for engaging with customers post-sales and driving user adoption and satisfaction while ensuring high retention and uplift rates. You will also work with internal partners to manage the unified customer lifecycle management and lift insights to internal business leaders.

This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy. Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future!

As a trusted business partner, you’ll be focused on a positive customer experience above all else. You will ultimately be responsible for engaging with customers post-sales and driving user adoption and satisfaction while ensuring high retention and uplift rates. You will also work with internal partners to manage the customer feedback lifecycle and lift insights to internal business leaders.

What You’ll Do:

  • Partner with our clients to deliver high-value outcomes and experiences, and predictable growth for the business by:

  • Deliver and communicate ROI for IDC clients, throughout the customer journey

  • Act as a trusted advisor and extension of your client’s organization

  • Learn your client’s organizational and individual needs, while proactively identifying and delivering IDC resources to achieve valuable outcomes

  • Own customer relationships, collaborate closely with other team members supporting renewals and expansion opportunities

  • Serve as the primary contact for the onboarding of new customers, training, and ongoing customer inquiry support for short term and long term projects

  • Gauge customer engagement levels and find creative solutions to drive deeper value

  • Understand customer outcomes through ongoing collection and analysis of data and feedback and translate this to retention strategies and feed the product roadmap.

  • Work with internal partners to manage customer feedback management and reporting

  • Analyze customer feedback and build reports for senior leaders

  • Be part of interactive, online chat with clients

  • A Bachelor’s Degree is required, preferably in Information Technology, Business, or Sciences

  • Ideally 5-8+ years of direct experience in customer success, account management, or business development

  • Impressive executive presence and communication abilities

  • Passion for technology

  • Experience working for or with technology suppliers

  • Outgoing personality type with an unabashed attitude towards customer relationships

  • Ability to create structure in ambiguous situations and design effective processes

  • This position requires regular travel within the US to visit key customers

About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

IDC 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.

ID: 2021-1846

External Company Name: International Data Group, Inc.

External Company URL: http://www.idg.com

Street: 140 Kendrick St

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