Customer Success Manager, Factset

• A candidate with prior capital markets or Investor relations experience would be a fantastic fit for the role
• As such, we are looking for a candidate who can provide our users with advice on how best to use our solution as well as more general advice on how to run a successful investor relations strategy
• The ideal candidate will be able to appropriately identify the needs of both new and current customers (Investor Relations Specialists, C-suite executives, etc.) in order to ensure their success in using our products and services
• This will be done by developing an appropriate level of communication with clients and internal team members to better understand and mitigate any issues the customers may face
• 3+ years of experience in customer success as a quota-carrying independent contributor role
• A passion to drive the business forward via expansion and retention revenue (NRR)
• The ability to build strong relationships with customers, understanding & anticipating their needs while understanding their pains
• High energy with a hands-on approach combined with the capacity to think strategically in a fast-paced, dynamic environment is required
• Outstanding persuasive verbal and written communication skills are required
• Strong organizational skills to efficiently manage client accounts and ensure seamless communication and delivery of services

Desirable

• As our client base continues to grow, we are expanding our Relationship Management team to ensure our Investor Relations clients are happy and successful as we work towards our goal of being the industry leader in investor relations software
• Build relationships with current clients and help them maximize their use of Irwin
• Growing and retaining our customer base through value-adds and trusted advisorship
• Onboard our customers successfully, making them masters of the Irwin platform
• Constantly communicating with customers to deliver value and inform them on new product releases
• Work cross functionally within the company to communicate with all stakeholders in customers' success
• Manage all reporting about the health of customers' accounts
• Identifying opportunities or issues within the product based on customer feedback and empowering the product team with this information
• This role reports directly to the Director and Vice President of Customer Success

• Screening & Resume Review: Evaluate all resumes and responses
• Initial Interview (30 min): Meet with our Talent Acquisition team to discuss your motivators and align on role specifics
• Second Interview (30-45 min): Interview with our CS Manager and/or CS Director
• Third Interview (30-45 min): Interview with our VP of CS
• Final Presentation: Prepare and present to a panel to showcase your expertise and alignment with Irwin