Associate Manager, Scale Customer Success

Our Scale Customer Success Associates / Managers are individual contributors who ensure that our customers derive maximum value and utilization from our products and services such that they renew as part of the hybrid digital/CSM model. In this role, you will be delivering strategic engagements to customers in the Scale segment (quanitfy), as well as supporting the team's development of said engagements, all with the goal of driving NRR. You will be measured on NRR (primarily a team target to which you will contribute), and other metrics under development that will likely include customer satisfaction (CSAT), engagement turnover rate, and contributions to development of the Scale Customer Success practice (i.e. working tools, methods, best practices). What You Will Be Doing:

• Attend customer meetings and establish trusted and strategic advisor relationships to help drive continued value of our products and services.
• Communicate effectively with both internal and external senior-level management to understand customer needs, to maximize retention and growth.
• Deliver engagements with target customers, supporting customer onboarding, adoption, risk mitigation and (in select cases) renewal.
• Efficiently review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Facilitate interaction and workflow between project team members, fully owning on-time delivery of committed customer and internal deliverables.
• Maintain deep understanding of our Product Suite, with the ability to communicate to customers relevant solutions at appropriate moments.
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.
• In targeted cases, work with the sales and marketing team to build customer references and develop case studies.
• Collaborate with the extended team, including the field Success teams, to maintain best practices, as well as customer support content, with the help of the advantage team.
  
  2-3 years of experience in account management and/or customer success
• Strong verbal and written communication - FLUENT IN GERMAN and good English
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to learn fast, shift directions, and work collaboratively on a highly effective team.
• Knowledge of Salesforce, business intelligence and project management tools
  
  In today's work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.
While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world. Ivanti's mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers. Our Culture - Everywhere Work Centered Around You At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti's Centered Around You approach, our employees benefit from programs focused on their professional development and career growth. We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks. Are you ready to join us on the journey to elevate Everywhere Work?

As set forth in Ivanti's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Are you Hispanic/Latino? Please identify your race Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status