Job Description

The Customer Success team provides CRM application support for customer application users assigned to the team.  This may include new user implementation (orientation) training, application training, troubleshooting, resolving technical problems, escalating system error (bug) problems, and following through for user satisfaction on all support case requests.  

The Customer Success Manager is responsible for managing support cases assigned through offered support channels, which may include phone, email (application ticket) and chat.  The Customer Success Manager must be a domain expert for the applications they support.  They will work closely as needed with the IDIQ sales business units and IDIQ partner support.  Key responsibilities include, but are not limited to, the following:

Direct Report – Directly reports to the Customer Success Operations Manager.

Client User Satisfaction – The Customer Success Manager is responsible for following established policy, procedure and key performance indicators that will ensure client user satisfaction.

Primary Duty – Providing professional application support to assigned users and assuring the user satisfaction with the support before closing the case.     

Collaboration – Is expected to collaborate with other team members on the support team.

Compliance – Complies with established support team policy and procedure. Works with IDIQ Quality Assurance to utilize reports to quickly help identify areas of performance that may need improvement. 

All other department duties and tasks as may be assigned.