Senior Customer Success Manager

Who We Are

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? 

Why We Need You!

We’re expanding our distributed team of high-performing and passionate customer success advocates to partner with our biggest and most complex accounts, supporting them to be wildly successful with their Ivanti products, and delivering value across their organizations.

About The Team

At Ivanti, our Customer Support team strives to enable our customers to experience the full potential of our products and services. We do this by ensuring a predictable and effortless support experience through autonomy, mastery, and purpose. Their unwavering commitment to excellence formulates our culture of providing industry leading customer service. As trusted advisors their dedication doesn't stop there; they develop relationships into partnerships, personalizing each support experience for maximum satisfaction. Our adaptable, knowledgeable professionals are eager to inspire maximum business benefit from utilizing our products and services.

What You Will Be Doing

Own the successful adoption of Ivanti products driving measurable value within our strategic  accounts.

· Develop a trusted advisor relationship with customers assisting them along the maturity curve.

· Nurture accounts, developing them into strong advocates.

· Identify early warning signs with accounts, allowing early mitigation of value-blocking risks.

· Work alongside your teams to spot potential expansion and upsell opportunities that will help your customers drive further success.

· Own the onboarding process for new Ivanti strategic customers.

· Work with your customer’s teams to build and enhance their Ivanti skills.

· Assist customers with identifying and defining use cases for Ivanti Products.

· Oversee customers through the initial launch of use cases on Ivanti platforms.

· Collaborate with your customers to develop and execute customer success plans to drive adoption and growth.

· Track, interpret, report, and action on key metrics for customer adoption and value realization.

· Document the findings from customer interactions and communicate them to various teams inside Ivanti.

· Manage the process to address customer satisfaction and escalation of issues until resolved effectively. This will include coordinating internal resources that interact with each customer.

· Identify your customers' needs and coordinate the appropriate responses cross-functionally, including Product Management, Support, Renewals, Professional Services, Training, and Partners.

To Be Successful in The Role, You Will Have

· Ability to learn fast, embrace change, and shift directions when required.

· Ability to work collaboratively as part of a highly effective and result-oriented team.

· Naturally curious and a keen problem solver

· Minimum 5 years of relevant work experience in the field of project management, customer service, professional services, and consulting.

· Expertise and experience dealing with large accounts at the most senior IT and business levels

· Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.

· Software experience with on-premise and cloud-based technologies, preferably SaaS software.

· Ability to prioritize, multitask, and perform effectively under pressure.

· BA/BS degree (or equivalent; MBA or advanced degree preferred).

· Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.

Roadmap for Success

First 90 days

• Successfully onboarded via the Ivanti CS onboarding program 
• Familiar with Ivanti Products and Services and how they solve for our customers business challanges 
• Has a solid understanding of how Ivanti drives success for customers via CS processes and customer interactions 
• Taken on a portfolio of accounts and established regular cadence meetings 
• Introduced to interfacing teams within the POD (Sales, BDR's, Presales, Partners, Services) 

First 6 months 

• Developed an understanding of Ivanti products as a platform, and the corresponding personas within customer organizations. 
• Provides valuable input in POD planning meetings 
• Reviewed and updated Business Reviews for all customers in your portfolio identifying where value is being driven, and where there's potential for additional value in existing products, raising risks where needed. 
• A member of internal CS project teams and contributing to them 

First 12 months 

• Developed a deep understanding of account portfolio, calling out risk early and running remediation plays. 
• Has scheduled and run Business Reviews for all customers in the portfolio 

Our Employer Commitment

This job posting will remain active until a qualified candidate is identified.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

We invite individuals of all backgrounds and abilities to apply. If you require assistance to optimize your interview experience, please contact us at recruiting@ivanti.com.

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