Customer Success Manager, Lumivero
Academic Student Placement
$55-70k
+ Commissions
Analytics software platform
Job no longer available
Analytics software platform
201-500 employees
Job no longer available
$55-70k
+ Commissions
201-500 employees
Company mission
To connect data in new ways to empower actionable insights and clear decision-making for growing industry segments, including academia and business customers.
Role
Who you are
- The ideal candidate is a natural problem solver with an analytical mindset that finds strategic ways to solve even the most complex problems
- Your confidence as a communicator allows you to skillfully translate the technical aspects of our products and swiftly adapt to the language of our customers' industries
- With a core purpose of maximizing customer value, you're driven to create innovative solutions that foster customer loyalty
- Naturally social, you enjoy engaging with our clients, understanding their needs, and ensuring an enduring relationship
- Bachelor's degree and 2-5 years of experience in a customer success or account manager role. Can substitute relevant experience for education
- Demonstrated intermediate knowledge of Microsoft Office Suite, specifically Excel
- Experience with CRM software, SalesForce experience preferred
- Demonstrated ability to foster loyal customer relationships and drive product adoption
- Be a strong communicator, highly adept at written and verbal communication
- Possess proactive problem solving skills and be able to anticipate the needs of the customer
- Track record of being a dependable, cross functional team member
What the job involves
- The Customer Success Manager (CSM) ensures a healthy client relationship by working side-by-side with our customers
- They develop execution plans that drive measurable success, solid partnerships, and client satisfaction that leads to expanded contract values
- CSMs are product experts
- They listen to and understand our clients, providing thoughtful solutions that will serve their unique needs
- CSMs are the voice of the customer to our internal teams, advocating for improvements and enhancements that mean the most to them
- Contract Renewals:
- Own the contract renewal process for your assigned accounts
- Identify opportunities to upsell and cross-sell our products and services
- Nurture long-term customer commitments throughout their lifecycle as needed
- Increase Lumivero’s customer renewal retention rates both in terms of number of customers and revenue, as needed
- Encourage longer term commitments through the customer lifecycle and the renewal process, as needed
- Client Retention:
- Minimize customer churn through proactive engagement
- Identify and address potential at-risk customers swiftly and effectively
- Resolve customer requests and complaints, continually seeking to enhance their experience
- Serve as the internal advocate. Champion product improvements that mean the most to our customers
- Customer Success:
- Proactively engage with customers to highlight the value of our products and promote increased adoption
- Develop deep expertise in our products and gain familiarity with competitor offerings
- Cultivate a genuine interest in our clients' industries, staying informed about industry trends and events
- Keep clients informed about new features, changes, and updates
- Establish and nurture strong, enduring customer relationships
Our take
Lumivero is a comprehensive data insights software platform formed from the combination of leading data software providers QSR International, Palisade and Addinsoft. It supplies a number of data management solutions, as well as custom-building for clients, with services spanning transcription, qualitative analysis, decision analytics, forecasting, and reporting.
With a wealth of experience coming from all three of its constituent parts, Lumivero cuts a domineering presence in the industry. It serves a number of niches that smaller companies would struggle to profitably serve, for example resolving the problem of lengthy interview transcriptions in academics, and has kept pace with developing trends in the market.
As data continues to become more and more important in informing business decisions, policy formation, communication and research, there is no shortage of potential clientele for Lumivero. It already serves a number of universities, government departments and large companies across vital industries, amassing a broad network of firms that relying on its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Remote-first working opportunities
- 401(k) + match
- Annual bonus opportunities
- Flexible time off
- Generous parental and family leave
- Professional development opportunities, training, and support
- Comprehensive health insurance plans
Company HQ
Union Station, Denver, CO
Leadership
Gareth Morrison
(CEO, not founder)Began as CFO of the company in 2021. Was previously CFO at VITAC and Swiftpage, VP of Finance at Vertafore, and COO/CFO at MiX Telematics.
Share this job
View 5 more jobs at Lumivero