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Customer service

Enterprise Customer Success Manager full_time

Indico Data automates critical workflows for enterprises in document-intensives industries, including insurance, financial services and healthcare. With the Indico Intelligent Intake™ Solution, organizations can free their experts from tedious, manual tasks, allowing them to drive better decisions with better data. Indico Data drives better decisions with better data.
We are looking for a Customer Success Manager (reporting to our VP, Professional Services) to maintain and grow existing business within the Indico Customer portfolio. As a key player in a rapidly growing startup, you will have the opportunity to influence and contribute directly to our growth. Your efforts will help solidify Indico’s success and leadership in the enterprise automation arena, specifically as we continue to attract and retain Fortune 1000 customers across multiple markets.
As a Customer Success Manager, you will be a part of the front lines and play a critical role in bridging the gap between our customers and Indico. Your work will involve interacting directly with customers to build relationships, support their understanding of Indico and showcase the platform’s capabilities to promote adoption/expansion. Each onboarded customer presents new challenges and requirements, because of this the ideal candidate will be able to adapt quickly, think critically, advocate for our customers, and coordinate with internal stakeholders where necessary.
Strategic Account Management (50%)
  • Manage portfolio of onboarded customers through account planning, regular customer engagement and strategic consultation to drive product adoption & customer retention.
  • Develop and execute value realization plans tracking dimensions across product usage, customer satisfaction and benefit realization.
  • Act as the primary liaison for onboarded customers, driving engagement and adoption through regular check-ins, product feedback sessions, use case qualification.
  • Maintain detailed knowledge of each customer’s Indico footprint ensuring alignment with their evolving needs (e.g. commercial terms, renewal dates, contracted capacity, restrictions, deployment environments etc.)
  • Collaborate closely with the Enterprise Sales team to identify and drive expansion opportunities
    • Product Expertise (35%)
  • Demonstrate deep expertise in Indico’s platform capabilities, providing customers with best practices related to user experience and general troubleshooting to maximize their success. 
  • Serve as the go-to resource for customer inquiries on platform functionality, leveraging Indico’s extensive knowledge base, documentation and internal resources to address issues promptly.
  • Lead product demonstrations tailored to customer use cases, showcasing the breadth of our platform’s capabilities.
  • Understand and communicate Indico’s product roadmap to customers, to ensure transparency in upcoming features/products and continuously solicit/share customer feedback to appropriate Indico product resources.
  • Deliver targeted product training sessions, empowering customers to fully utilize the platform and achieve their business outcomes with confidence.
    • Engagement Management (15%)
  • Demonstrate exceptional project management skills by proactively managing multiple customer initiatives, ensuring timely follow-through on action items, developing actionable plans for client accounts, and developing presentations for recurring business reviews.
  • Maintain record of customer related challenges, feature requests and their resolutions.
  • Develop and execute detailed project plans for customer upgrades, tracking progress, managing risks, and providing regular executive-level reporting to ensure transparency/accountability. 
  • Collaborate with internal/external stakeholders taking ownership of customer inquiries, triaging for resolution, and soliciting feedback to ensure alignment.
  • Demonstrate exceptional communication & listening skills through customer feedback synthesis, drafting clear and actionable session minutes, and developing transparent customer plans.
    • Requirements
  • 5+ years managing a portfolio of enterprise-grade customers, with a proven track record of driving quantifiable value and scalability outcomes in the SaaS or AI/ML space.
  • Curious, self-directed, and lifelong learner with passion for staying ahead of industry trends and continuously upskilling.
  • Technical proficiency with experience independently upskilling on complex products to the level of delivering user-based demonstrations/troubleshooting.
  • Proven ability to communicate at the executive level with exceptional written and oral skills.
  • Deep desire to build strong, lasting relationships with customers.
  • Demonstrated pattern of success in executing complex projects including managing stakeholder, scope, and timeline to meet high-quality outcomes.
    • Disclosures: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

    Job Overview

    • Date Posted:
    • Expiration date: January 4, 2025
    • Location: Remote
    • Job Title: Enterprise Customer Success Manager
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