Customer Success Manager

Job Description:

Location: Indianapolis, IN. On-site position.

9045 River Road, Indianapolis, IN 46240

Company Overview

Performing over 80 million utility locates annually, USIC is the most trusted name in underground utility damage prevention and protection. USIC provides a full suite of public and private utility services throughout the United States, with advanced offerings and superior technology to meet every underground utility damage prevention and protection need. Our mission is to deliver quality, efficient, safe, and innovative solutions to protect our partners’ infrastructure and critical assets.

Summary

Customer Success Management is the business discipline of guiding customers to recognize value through the adoption and full utilization of our products and services across their lifecycle with USIC. Customer success is a core function of the revenue operations team, and seeks to unlock more proactive engagement with accounts, leading to better overall partnership satisfaction and less customer churn. In this role, you will ensure the highest customer partnership and satisfaction, and a personalized customer experience with each touch point. You will work closely with named customer partners to understand their business objectives, challenges, and requirements, and collaborate with internal teams to ensure the successful adoption, implementation, and ongoing success with the products and services of USIC.  Your proactive and collaborative efforts between the revenue operations, sales, finance, and operations teams at USIC, coupled with our customers’ teams, will deliver an exceptional, connected customer experience.

Developing a deeper partnership with our customer base is critical for long-term success and sustainability. As a CSM, you will help increase customer retention and proactively drive opportunities that improve our customer-centric culture. By establishing yourself as an expert on USIC products, services, and internal teams, you will build and maintain sticky customer relationships that improve overall experience.

This position reports to the Director of Customer Success.

Responsibilities

• Customer Onboarding: Guide new customers and internal teams through the onboarding process, ensuring smooth and successful implementation.
• Serve as the critical, non-selling point-of-contact for assigned customer accounts, fostering strong relationships and trust.
• Conduct regular check-ins with customers to understand their evolving needs and challenges.
• Monitor customer usage and adoption of our products and services, providing internal and external recommendations for optimization.
• Participate in strategic account management planning, including pricing and renewals
• Research issues and provide exceptional leadership and support
• Execute internal & client special projects, as required
• Identify, document, and connect team members to cross-selling opportunities
• Identify, document, and connect stakeholders through the customer’s organization to deepen customer partnerships and wallet share capture
• Develop impactful materials for customer business reviews within the scope of CSM
• Lead the development of content assets, data, and insights with the support of the Revenue Operations and Operations team to make impactful customer reviews
• Proactively participate or lead customer business reviews, QBRs, and various meetings
• Provide customer-facing reports and key metrics to ensure we are meeting our performance goals
• Act as a liaison between the customer and internal teams to proactively address and resolve customer issues or concerns promptly
• Escalate critical issues to the appropriate teams and ensure timely resolution.
• Proactively identify billing discrepancies and issues through the support of the Finance and Operations team and develop a plan to resolve them in a timely manner
• Work with strategic customers to resolve financial matters (A/R, Billing, etc.)
• learning vendors, issue resolution, and maintaining data controls and governance.

Requirements

• Bachelor’s degree in Business Administration, Sales, Marketing, or a related field required
• Certification and training appropriate for sales, service, or marketing
• Previous customer success experience, operational or sales experience, or experience working directly with strategic or high-value customers
• Ability to work independently with minimal supervision
• Strong business acumen with knowledge of market and industry drivers
• Impeccable communication skills, coupled with effective verbal, written, and presentation skills
• Customer-centric mindset with a win-win mentality
• Knowledge of best practices in customer success and retention
• Superb organizational and time management skills
• High work capacity, dependable, results oriented and strong sense of urgency
• Salesforce.com or other CRM platform experience
• Proficient knowledge of MS Office, WorkDay, Power BI. Qlik Sense and OrgChart Plus is advantageous
• Ability to travel 10-20% for customer meetings (quarterly)

We are an Equal Opportunity Employer. Veterans are encouraged to apply