Customer Success Manager - Academic Vertical - Cloud Software - Predictive Analytics - Economic Impact

Join the Next Phase of Growth at IMPLAN

Are you passionate about empowering organizations to understand and leverage economic impacts? Do you have a knack for providing exceptional software support and analysis to clients? IMPLAN, a leading provider of predictive cloud software, is seeking a highly skilled Customer Success Manager (CSM) to join our dynamic team. As a CSM, you will play a pivotal role in ensuring the success and satisfaction of our clients in the academic vertical. If you're excited about working with a company that has a legacy of over 35 years and a growing customer base of over 1,000 clients, we want to hear from you!

About IMPLAN

At IMPLAN, we enable consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts – and most importantly, how to leverage them. Our cloud software platform provides a comprehensive suite of tools and data to help clients make informed decisions and drive economic growth. With a team of experienced professionals and a commitment to innovation, we're dedicated to empowering our clients to achieve their goals.

Job Summary

As a Customer Success Manager at IMPLAN, you will be responsible for providing hands-on software and economic analysis support to clients in the academic vertical. You will serve as the primary point of contact for your assigned clients, delivering customer outcomes by developing a clear adoption and retention strategy. Your goal will be to foster long-term relationships with clients, promote sales retention, and encourage revenue growth.

Key Responsibilities

• Develop a deep understanding of IMPLAN data and products: Become a subject matter expert on our application and the analytical needs and challenges of clients in the academic vertical.
• Onboard new customers: Provide thorough and personalized orientation to new clients in the academic vertical, ensuring they get the most out of our software.
• Establish and maintain relationships: Build strong relationships with clients, including individual contributors and senior management, to ensure their needs are met and exceeded.
• Achieve and maintain target renewal retention: Develop and execute strategies to achieve and maintain high renewal rates, ensuring client satisfaction and loyalty.
• Provide ongoing analytical support: Offer expert support to clients across multiple communication platforms, including phone, email, video conferencing, and our support ticketing system.
• Balance incoming orders and renewals: Effectively manage multiple concurrent projects, prioritizing tasks to meet client needs and business objectives.
• Identify expansion opportunities: Collaborate with clients to identify opportunities for upselling and cross-selling, driving revenue growth and increasing customer spend.
• Partner with internal teams: Work closely with Education, Product, Marketing, and Data teams to ensure a customer-centric approach and serve as the voice of the customer.

Essential Qualifications

• Master's degree: Completion or nearing completion of a Master's degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field.
• Multi-tasking and software skills: Ability to work with multiple software platforms simultaneously, including Microsoft Office and Google Suites.
• Analytical and problem-solving skills: Strong skills in logic, problem-solving, conceptual thinking, and deductive reasoning.
• Research and analytical experience: Experience with complex analytical problem-solving and research skills.
• Communication and interpersonal skills: Excellent verbal and written communication skills, with the ability to communicate effectively with professors, researchers, and university staff.
• Team-based work environment: Comfort and familiarity with a team-based work environment, with the ability to self-direct and prioritize tasks with minimal supervision.
• Adaptability and flexibility: Willingness to adapt and be challenged in a fast-paced and dynamic work environment.

Preferred Qualifications

• Software customer success experience: Experience in a software customer success, sales, or customer service position, with a history of providing exceptional customer support.
• IMPLAN software experience: Experience using the IMPLAN software or an understanding of input-output modeling and social accounting matrices.
• Salesforce CRM and other tools: Familiarity with Salesforce CRM, Zendesk, Pendo, and web meeting tools, including RingCentral, Zoom, Microsoft Teams, and Google Meet.
• Foreign language skills: Fluency in a foreign language.

Career Growth Opportunities and Learning Benefits

At IMPLAN, we're committed to the growth and development of our team members. As a CSM, you'll have opportunities to:

• Develop new skills: Enhance your knowledge and skills in software support, economic analysis, and customer success.
• Advance in your career: Take on new challenges and responsibilities, with opportunities for career advancement and professional growth.
• Collaborate with a talented team: Work with a team of experienced professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

At IMPLAN, we pride ourselves on creating a collaborative and welcoming work environment. Our office features:

• Comfortable workspace: A modern and comfortable office environment with free snacks and drinks.
• Company social outings: Regular social events and activities to foster team bonding and camaraderie.
• Flexible workweek: A workweek that ends at 3 p.m. on Fridays, allowing for a better work-life balance.

Compensation and Benefits

We offer a comprehensive benefits package, including:

• Medical, Dental, Vision, and Disability insurance: Comprehensive health insurance coverage.
• Flexible Spending Accounts: Opportunities to save for healthcare expenses.
• Retirement 401k plan with Company Match: A competitive retirement plan with company matching.
• Gym Membership Reimbursement: Reimbursement for gym membership fees.
• Paid Time Off and Company Paid Holidays: Generous paid time off and holidays.

Conclusion

If you're passionate about delivering exceptional customer experiences and have a knack for software support and economic analysis, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at IMPLAN, you'll play a critical role in driving customer success and revenue growth. Join our team and be part of a company that's committed to empowering organizations to understand and leverage economic impacts.

Apply Now and take the first step towards a rewarding career with IMPLAN!