Customer Success Manager

People Management : No

Travel Required: Yes

Location : Remote

Join our Team

DecisivEdge is a Company of talented consultants dedicated to identifying and addressing our customers’ most pressing opportunities. We have offices in three geographies, Newark, Delaware, United States; Markham, Ontario, Canada; and Magarpatta, Pune, India. Our capabilities include operations consulting, application development, data management, analytics, and business intelligence, which we leverage to enable digital transformation in financial services and healthcare. Our Company has developed and commercialized several solutions in a variety of industries including financial services, healthcare, and marine management.

We are looking to hire a Customer Success Manager to join our growing team. In this role, you will work as part of a team that helps lead initiatives and projects toward deployment and success.

The Customer Success Manager will be part of a professional, friendly, and fun-loving team that prioritizes its corporate culture focused on four foundational core values:

• Put Integrity First


• Think “We” not “Me”


• Be Passionate


• Execute Flawlessly

Summary

The primary job functions of this Customer Success Manager role include direct customer contact to ensure issues are fully understood, documented as needed, and resolved in a timely and satisfactory manner. As often as possible, issues are to be resolved without further internal escalation, however, in complex cases, this person will work with product owners and development staff to identify root cause and resolution. This position works directly with the technical team and other members of the support and service team to ensure customers quickly reap the benefits of our solutions.

Experience in the Marine industry or familiarity with marine operations is considered a plus.

Essential Duties and Responsibilities

• Provide primary contact support to fully understand the customer’s concerns


• Own issue lifecycle ensuring a timely response and resolution and all SLAs are adhered to


• Escalate and work with team members as needed to close issues


• Educate customers on features and functions of the application to deepen their understanding and knowledge of the tools available


• Support and participate in new client implementations, including travel to client locations for in- person training during Go Live phase


• Provide insight and observations based on customer interactions to the product team for product improvement ideas


• Collaborate with engineering, design, and QA teams to create detailed product specifications and user stories


• Maintain online documentation and support pages as changes are made to the application or gaps are identified


• Stay informed about industry developments and emerging technologies to ensure the product remains competitive


• Accurately track time, billing to proper project or application codes in the Company project tracking software


• Participates in other Company initiatives and duties as required

Technical and/or Domain Knowledge

To perform this job successfully, an individual should demonstrate knowledge and experience with the following:

• Thorough knowledge of support issue lifecycle processes and SLA impacts


• Experience with business management or accounting solutions, including workforce management, job management, inventory, and purchasing


• Understanding of relational database management for the purposes of investigating issues and providing ad hoc reports to clients


• Ability to understand application features and apply them to business processes


• Highly self-motivated and directed


• Experience working in a team-oriented, collaborative environment


• Ability to utilize AI tools to work more efficiently


• Microsoft Office Suite of products (Word, Excel, PowerPoint, and Publisher)

Travel

Travel to client locations with periods of extensive travel (up to 50% of the time) during project initiation and implementation activities.

What We Offer

• A competitive compensation package


• Health, dental and vision coverage


• Paid life insurance and long-term disability coverage


• 401k program with Company matching contributions


• Empowered Company culture


• Paid professional development


• Recognition programs


• Open-door policy


• Diverse team makeup


• Participation in Company sponsored charitable causes