Customer Success Manager

About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Position Overview

The Customer Success Manager is a trusted advisor to Vital Edge’s existing clients and enables them to execute growth strategies by utilizing the company’s product offerings. This position reports to the Vice President of Customer Success.

Responsibilities

• Resolve client requests and challenges
• Coordinate product demonstrations for clients
• Assist in coordinating Training
• Perform Customer Quarterly Business Reviews (QBR)
• Sustain business growth and profitability by maximizing customer value by ensuring successful product adoption and usage.
• Mediate between client and organization
• Minimize client churn
• Travel and meet with Customers (10-15% Expectation)
• Aid in product design and development
• Work with Account Managers to prepare quotes and sales agreements
• Execute expansion bookings and renewals

Working Relationships

• Works with Customer Account Managers to provide cohesive service delivery and expectations
• Interacts with Support, Product and Development resources to provide resolution to customer issues

Required Skills & Education

• 3-5 years of diverse experience in the Sales, Client Success, and Support roles in the software industry 
• Experience working with executive leadership 
• Excellent written and oral communication skills and negotiation skills
• Active listener
• Minimum of a bachelor’s degree

Nice to Have

• Background in the Heavy Equipment Industry
• Background in equipment rental & service organizations is a plus
• Experience with ERP or enterprise software is a plus

This is a fantastic opportunity to make a significant impact on the next chapter of our company’s history

VitalEdge is an Equal Opportunity Employer