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International Data Group, Inc. Hiring for Manager, Customer Success at Needham, MA Full Time
Overview:
Amplify your career with the world’s most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated.
The
Manager of Customer Success role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer centric. The Manager will lead a team of strategic Customer Success Managers who partner with existing IT executive clients to proactively drive value, while acting as the voice of their clients internally at IDC.
As a trusted business partner, the
Manager of Customer Success will be focused on a positive customer experience above all else. They will ultimately be responsible for engaging with customers post-sales, driving user adoption and satisfaction while ensuring high retention and uplift rates.
Why IDC?
Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future! We are just getting started!
This role is ideally situated in IDC’s Needham, MA headquarters, but we will consider qualified candidates in approved remote locations in the Northeast USA.
This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.
Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Requests for reasonable accommodation based on disability or religion will be considered on an individual basis.
About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s leading technology media, research, and events company.
IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.
IDC and the CIO Executive Council are the most respected global technology and peer community firms operating in over 110 countries worldwide. With customer success at the core of IDC’s strategy, our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future.
Amplify your career with the world’s most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated.
The
Manager of Customer Success role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer centric. The Manager will lead a team of strategic Customer Success Managers who partner with existing IT executive clients to proactively drive value, while acting as the voice of their clients internally at IDC.
As a trusted business partner, the
Manager of Customer Success will be focused on a positive customer experience above all else. They will ultimately be responsible for engaging with customers post-sales, driving user adoption and satisfaction while ensuring high retention and uplift rates.
Why IDC?
IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success.
IDC was recognized by the Institute of Industry Analyst Relations (IIAR) as the
2021 Analyst Firm of the Year
for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.
IDC was recognized by the Institute of Industry Analyst Relations (IIAR) as the
2021 Analyst Firm of the Year
for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.
Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future! We are just getting started!
This role is ideally situated in IDC’s Needham, MA headquarters, but we will consider qualified candidates in approved remote locations in the Northeast USA.
Responsibilities:
The Manager, Customer Success will partner with our clients to deliver high-value outcomes and experiences, and predictable growth for the business by:
- Managing a team of US based Customer Success Managers, assisting in the development and growth of the team
- Own, report on, and achieve key business metrics including target renewal goals, interaction counts, and CSM bandwidth metrics
- Work to improve the synergy between all Tech Buyer offerings including IEP, SAS, Metri, and CIO Executive Council
- Drive more strategic client engagement and stretch goals for the CSM team
- Partner with sales and product to drive continuous improvement cycles
- Partner with CS/CX leadership to assist in global organizational alignment and unified customer support
- Delivering and communicating ROI for IDC clients, throughout the customer journey
- Acting as a trusted advisor and extension of your client’s organization
- Proactively co-leading and contributing to the growth of a customer center of excellence in the pursuit of continued best in class customer experience
- Growing and expanding existing relationships to the C-level, forging relationships at the highest levels and partnering to execute on CIO strategic roadmaps
- Gauging customer engagement levels and find creative solutions to drive deeper value
- Understanding customer outcomes through ongoing collection and analysis of data and feedback and translate this to retention strategies and feed the product roadmap.
This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.
Qualifications:
- Bachelor’s degree, preferably in Information Technology, Business, or Sciences, or equivalent experience
- 6+ years of experience in customer success, account management, or IT organization experience
- 2+ years of experience in managing staff preferred
- Impressive executive presence and communication abilities
- Strong leadership skills
- Bias for action
- Deep understanding of technology and how it’s deployed at the intersection of IT and business within Fortune 1000 enterprises
- Outgoing personality type with an unabashed attitude towards customer relationships
- Ability to create structure in ambiguous situations and design effective processes
- 10-15% travel within the U.S. to visit key customers
Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Requests for reasonable accommodation based on disability or religion will be considered on an individual basis.
About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s leading technology media, research, and events company.
IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.
