Senior Customer Success Manager, inriver
Product information management (PIM) solutions
Be an early applicant
Product information management (PIM) solutions
201-500 employees
Be an early applicant
201-500 employees
Company mission
To build a more sustainable future by helping customers exceed expectations at every stage of the product journey.
Role
Who you are
- We are looking for a Sr. Customer Success Manager that has the drive and passion to delight customers throughout their inRiver journey
- Minimum Bachelor’s degree in business, computer science, or IT related field, Master’s in business or related field preferred
- Minimum of 3 years Customer Success experience
- Minimum of 6+ years Service Delivery/Consultant experience
- Experience working in a performance driven culture with goal setting and defining & measuring customer KPIs
- Analytical and curious mindset with a data-driven approach to problem-solving
- Demonstrated ability to communicate, present, and influence effectively at all levels of an organization
- Strong client empathy, a deep understanding of a customer’s business use case, value drivers, and passion for solving complex business problems and articulating those needs to internal stakeholders
- Excellent written and oral communication skills in English. Preferred if you speak Swedish, Danish or Norwegian
- Demonstrated ability to be proactive, globally collaborate and take initiative to get things done
- Demonstrated proficiency in working across global teams in multiple time zones
- Experience understanding of SaaS/Cloud solutions and technology required
- Experience using inriver PIM, other PIM solutions and integrations highly desirable
- Able to interpret and translate technical requirements, escalations, and root cause analysis to involved parties up to C-level or other customer stakeholders
- Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
- SalesForce, Zendesk, Pendo, CRM experience highly desired
What the job involves
- The Customer Success Manager will drive appropriate product adoption that generates business value for Inriver customers and support new customer needs as they evolve with us
- You will align closely with our account management teams, consult with business solutions experts, and build a success strategy in line with the customers’ goals
- This position is an integral part of our long-term relationship with customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of that partnership
- Inriver focuses on the customer experience and ensuring each client is fully onboarded, realizing value quickly and ultimately driving adoption with outcomes that lead to renewals
- Lead post-sales activities on a portfolio of the most strategic, enterprise level customers through strong relationship-building, product knowledge, planning, and execution
- The CSM will develop and maintain strategic proficiency on Inriver products and services to help integrate, adopt, and deliver success criteria to maximize the customer’s investment by growing advocates and working proactively to be the ultimate voice of the customer
- Ability to recognize, understand and translate problems into fit solutions for customers’ value requirements
- Qualify new sales opportunities from assigned customer portfolio to support revenue growth from current customer base
- Own customer onboarding post-implementation by aligning with the Inriver team assigned to customer, collecting customer core information to date and arranging kickoff session with customer
- Conduct Continual Business Reviews (CBRs) and health checks to ensure customer experience in alignment with customer expectations, understanding product usage and use cases, awareness of best practices and customer challenges and wins
- Establish and oversee the customer’s adoption, ensure training needs are met, and develop best practices to remove friction, reduce manual workflows and to continually drive the customer return on investment (ROI) and long-term-value (LTV)
- Execute Customer Success activities with strong relationship-building, product knowledge, and a “getting things done” character
- Know the customer, their use cases, the impact and how they use Inriver products and services towards their goals and objectives, as part of the Customer Success plan
- Proactively identify and mitigate account risk, prevent churn
- Advise, recommend and collaborate internally as the voice of the customer
- Collaborate closely with Account Management in set cadences to create transparency and alignment between Account and Success plans, guaranteeing a solid work dynamic between the two teams specially towards renewals and sales opportunities
- Be the biggest fan of your customers – support and motivate your customers to share their wins and put their business in the spotlight for the great things they are achieving with our partnership
- Maintain up to date customer information and activity logs in Salesforce
Our take
Inriver, a prominent player in the field of product information management (PIM) software, offers solutions that allow enterprises to optimise their product journey across diverse touchpoints.
With its PIM platform, inriver aids businesses in managing the entire product lifecycle, from sourcing and creation to distribution and recycling. The company's unique proposition lies in its integration of digital shelf analytics and flexible ecosystem connectivity, ensuring scalability and adaptability to growing demands on product data. Inriver's approach to PIM, supporting both B2B and B2C enterprises, underscores its commitment to turning product information into a strategic asset, resonating with over 1,600 global brands.
Inriver has launched its next-generation syndication platform, which offers advanced API connectivity for seamless distribution to marketplaces, channels, and endpoints. This addresses the intricate challenge of content mapping, enhancing efficiency and accuracy for customers seeking to place their products on the digital shelf. This move is indicative of inriver's proactive stance in meeting the evolving needs of modern commerce.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Nov 2020
$32m
LATE VC
Aug 2017
$11m
LATE VC
Total funding: $55.4m
Company values
- Innovate
- Be Curious
- Have Fun
- Work Smart
- Take Responsibility
Company HQ
Gamla staden, Malmö, Skåne County
Articles
Leadership
Johan Boström
(Co-Founder)Served as the company's CPO from 2004-2023. Previous Owner of Via Anna/Serendipity Innovations. Also worked as a Sales Director and ECM Specialist at UDK.
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