Sr. Customer Success Manager, Public Sector
About Interos
Interos is the supply chain risk intelligence company - building the most trusted and transparent supply chains in the world. Our pioneering discovery and monitoring intelligence spans the lifecycle of supply chain risk, enabling faster and more informed threat mitigation. As the world's first, and only, automated supplier intelligence platform, we continuously map and monitor extended supply chains at speed and scale to protect organizations from regulatory fines, unethical labor, cyber-attacks, and other systemic vulnerabilities. Interos serves a variety of commercial, government, and public sector customers around the world including a host of Global Fortune 500 companies and from within the members of the Five Eyes nations. www.interos.ai.
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The Opportunity:
The Senior Customer Success Manager, Public Sector is a high visibility role that plays a vital part in the growth of Interos. This individual is the primary point of contact for our customers and is responsible for customer delight by prescriptively leading the execution of client engagements and successfully managing the customer journey.
To perform this role successfully, you need to be a hands-on solution focused individual that can manage SaaS engagements, quickly learn the product, and articulate its business value to customers while ensuring that engagement tasks are planned, executed, and tested thoroughly. Bring your organizational and process-driven creativity, and inspiration to talk to, learn from, and engage with both our internal & external stakeholders. We know that you make things happen - make them happen here at Interos! The ideal candidate will be located in the Washington DC metro area, and eligible for remote work.
Key Responsibilities:
- Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle; build and maintain multi-level client stakeholder relationships
- Understand what success looks like to the client, how our solution fills that need, and be able to measure our success against it
- Work with customers to understand use cases; immerse yourself in your customer's industry and business trends to become a trusted business partner and adviser.
- Act as an advocate and voice of the customer with internal Interos teams to ensure the customers' needs are understood and addressed
- Evangelize Interos capabilities and potential within the customer's organization
- Collaborate with other Customer Success team members and/or project leads to align activities and resources to strategic account goals
- Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients
- Ensure a high degree of renewals for defined customer portfolio by providing education and services related account management; identify account risks and define mitigation plans as needed
- Collaborate with Sales teams in providing insight to customer health and ensuring renewals/expansion of existing accounts as program needs mature
- Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company
- Lead the customer onboarding process, including setting clear expectations, providing product training, and ensuring timely and successful implementation.
- Collaborate with internal teams to design and execute implementation plans that meet customer requirements and timelines.
- Act as the main point of contact for customers during the implementation phase, addressing any issues or concerns that arise.
- Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help us establish new best practices. We want to hear your ideas!
- Be able to execute autonomously in a fast-paced and agile environment.
- Be insanely organized and demonstrate exceptional attention to detail
- Ensure clear & prompt client communications and follow through on all issues, actions and escalations; have excellent oral, written, and presentation communication skills, including meeting facilitation and reaching stakeholder agreement.
Qualifications:
- BA/BS degree
- At least 6+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting, Project Management or Engagement Management
- 3+ years of experience working with the Department of Defense (DoD) preferred
- Secret security or higher clearance helpful, but not required
- Experience with DoD, Federal organizations, Government budget cycles and associated processes, constraints, and limitations
- Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
- Experience in translating passion into business impact for customers
- Experience in managing strategic accounts
- Strong interest in technology
- Self-starter and ability to thrive in a fast-paced start-up environment
- Analytical and detail-oriented
- Strong prioritization, organization and project management skills
- Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
- Strong presentation skills
Additional Information
- Location: Arlington, VA or Remote
- Supervisory Responsibility: This position has no supervisory responsibilities.
- Years of Supervisory Exp. Reqd: 0
- Travel Requirements: This position may require minimal travel.
- Telecommute Option: Yes
- Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.
- Physical Demands: This is largely a sedentary role. Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
- Compensation range is base salary of $96,000 - $160,000. The salary range information provided, reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.
- FLSA Status: Exempt
Benefits:
- Comprehensive Health & Wellness package (Medical, Dental and Vision)
- 10 Paid Holiday Days Off
- Flexible Time Off (FTO)
- 401(k) Employer Matching
- Stock Options
- Career advancement opportunities
- Casual Dress
- On-site gym and dedicated Peloton room at headquarters
- Company Events (Sports Games, Fitness Competitions, Birthday Celebrations, Contests, Happy Hours)
- Annual company party
- Employee Referral Program
Notice: Be Cautious of Employment Scams!
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Interos. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that Interos will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, Interos will never send you a check for any equipment prior to employment.
All communication from our recruiters and hiring managers will come from official company email addresses (@interos.ai) or from Paycor (sometimes coming through as "Newton," a subsidiary). We will never ask for any payment, fees, or purchases to be made by the job seeker, and our interviews are conducted via phone calls and on-camera video meetings (not text-based messaging). If you are contacted by anyone claiming to represent Interos and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at hr@interos.ai.