Customer Success Manager

iMerit

In addition to being the primary owner of client health, the CS Manager will “farm” existing business, navigating various client teams to help grow the accounts. They will also ensure fulfillment of the statement(s) of work and in accordance with the Key Performance Indicators (KPIs) established, as well as regular reporting against these KPIs. Working closely with the Delivery Project Manager, the CS Manager will be hands-on within accounts and the projects within them, with a proactive approach to risk management and process improvement.

This is a role for self-directed learners, creative thinkers, and workplace chameleons. You will need to be adaptive, curious and resourceful and enjoy working in new and challenging situations.

Our Core Values

• Integrity:

  Bring fairness and honesty to everything we do; being ethical without fail, and without hesitation, in every situation

• Respect:

  Actively listen to all of our stakeholders. Treat everyone fairly and respectfully. Encourage people to learn, share, grow.

• Commitment:

  Commit ourselves to striving for quality in everything we do, at all times. Measure ourselves always, recalibrate often.

• Dependability:

  Deliver consistently on our commitments to company, colleagues and clients. Be trustworthy and resilient, even in chaotic times.

• Flexibility:

  Remain open to new ideas. Operate with the understanding that with each day comes a better, smarter, faster way of working.

• Impact:

  Create positive social and economic change throughout our communities, by always illuminating the opportunities that exist.

What you'll do:

• Works to identify new opportunities with clients while increasing revenue and margins for projects. Works directly with clients to upsell or cross-sell.
• Initiates project setup together with Solutions Architects and Delivery Project Managers as it relates to staffing, reporting, deliverables, and general project tracking.
• Primary point of contact for customers within a dedicated portfolio for account-level matters (e.g. overall relationship, matters related to business terms including billing, project structure, etc.)
• Design and implement internal and client facing project related reports and reporting structures using tools like Google Studio, Microsoft BI.
• Facilitates communications with Delivery PM and/or wider delivery team as warranted for project and/or client wishes.
• Primary conduit between accounts and any other teams/individuals that need to be brought in (Solution Architect, Sales, Engineering, Finance, etc.)
• Manages maintenance and/or modification of project guidelines as needed. Works with Solutions Architect in the event major modification to a project is required.
• Conducts regular business reviews and customer workshops including goal setting for the following quarter.
• Advises clients on industry best practices, key learnings, observations about their workflow and opportunities for efficiency gains in their workflow.

What you'll bring to the table:

• Minimum 6+ years’ experience and success working in a customer-facing role such as account management, project management or customer success dealing with upper management and C Level executives
• Experience working interculturally and in a globally distributed team.
• Interest in and availability to travel (India + US) (20% travel).
• Self-directed learner and hands-on problem solver.
• Strong analytical capabilities with experience manipulating complex data that results in presenting insights and information that drive results.
• Demonstrated experience in establishing and refining processes at scale.
• Experience working remote

Ideal Candidate Traits/Experience:

• Prior work history with outsourcing/annotation science/vendor management.
• Prior experience working within computer vision or NLP related fields is a plus.
• Moderate to advanced Excel knowledge.
• Familiarity working with various data file formats (xls, csv, JSON, xml, jpg, etc).
• Basic knowledge of SQL and other databases