Customer Success Manager

Company Description

Identiv stands as a global leader in digital security and identification within the Internet of Things (IoT) realm. Our comprehensive platform encompasses radio frequency identification (RFID) and near-field communication (NFC) technology, robust cybersecurity, and a full spectrum of physical access, video, and audio security solutions. Our mission encompasses ensuring seamless access and universal operations, safeguarding identities from malicious threats, protecting intellectual property, and driving innovation in the IoT landscape.

Identiv is globally trusted by a select group of partners and forward-thinking customers spanning diverse vertical markets. From airports to seaports, critical infrastructure to government agencies, hospitals to schools, and startups to corporations, we provide security for the people and places that underpin our daily lives. With a strong international presence, we are at the forefront of technological advancement, shaping the future with cutting-edge innovation. Identiv's mission is to digitally secure the physical world.

At Identiv, every individual and every action holds significance. We firmly believe that the key to our success lies in having the best individuals occupying exciting, aligned, relevant, and empowered roles with clear missions, goals, and measurable outcomes.

Identiv Values

Our core values revolve around unwavering commitment to our promises, continual support, and respect for our team members in every aspect, a genuine customer-centric approach that goes beyond mere words to embody a deep passion and sense of duty, a relentless pursuit of superior, more efficient solutions that not only benefit our customers but also empower us to surpass our commitments and fulfill our mission. Above all, we emphasize the importance of smiling, finding joy, and being proud of the hard work that goes into our end results!

What Sets Us Apart

Community: Collaborating with exceptional individuals significantly contributes to our workplace satisfaction. We recognize that our value is intricately tied to the vibrant community of people we engage with. We seek out individuals who are deeply passionate about their work, relish the art of problem-solving, delight in discovering solutions, and take joy in the process.

Innovation: We are forward-thinking tech enthusiasts working on the present while envisioning the future. Our cadre of visionaries brings creative insights to address current challenges, nurturing ideas, identifying opportunities for enhancement, fostering transparent communication, and serving as a source of inspiration to both our team members and business associates.

Accountability: With over four decades of industry-leading expertise in security, digital identity, and the Internet of Things, our team embodies the highest standards of integrity and professionalism. Our members are characterized by their unwavering honesty, reliability, loyalty, inclusivity, and respect for others. We take full responsibility for our actions, regardless of the outcome, and view every experience as an opportunity for learning and growth.

Impact: Catalyzing Positive Transformation. Our employees contribute to shaping a brighter future through their involvement in pioneering technology. Simultaneously, they play a pivotal role in cultivating an improved workplace by offering feedback to our leadership, knowing that their voices are genuinely valued and respected.

Authenticity: We demystify intricate technology, ensuring accessibility for individuals spanning the spectrum from experts to novices. Our workforce experiences a nurturing environment where they can authentically be themselves, enjoying a sense of safety, security, and comfort. Each team member is respected and cherished for their unique identity, with the assurance that their thoughts and viewpoints are not only acknowledged but also hold significant weight within the team.

Talent: We recruit industry-leading professionals known for their exceptional skills. We foster continuous growth by offering training opportunities, enabling our employees to excel. Our team members have the privilege of applying their innate talents and honed expertise in their roles, deriving genuine satisfaction from their work, finding it intellectually engaging, and aspiring to advance in their careers.

Fun: Embracing enjoyment and laughter is a key ingredient in our work culture. We understand that our workplace is enriched when we infuse it with fun. We actively seek team members who find joy in their tasks, share a zest for problem-solving, and take delight in the journey while achieving solutions.

Job Summary

Identiv is seeking a highly motivated and experienced Customer Success Manager to help build our new Customer Success function. In this crucial role, you will play a key part in shaping the overall customer experience, working diligently to guarantee that our valued customers derive maximum value from the access control solutions they have acquired. Your commitment to driving differentiated value realization will set new standards for excellence in customer success. Success in this role requires the ability to thrive in a fast-paced environment, a willingness to learn the ins and outs of our business, and a self-motivated individual that takes initiative. If you're looking to join a motivated team that serves as a backbone for our sales organization, we want to hear from you!

Responsibilities and Duties

• Develop and nurture strong, long-lasting relationships with key end-user/partner stakeholders; understanding their business needs, pain points/issues of concern, and objectives.
• Collaborate with cross-functional teams to ensure seamless onboarding and training for new partner/end-user customers.
• Collaborate with Regional Sales Managers, Inside Sales, and Solution Engineers to understand client business drivers and outcome objectives and partner with clients to develop success plans and outline value expectations.
• Monitor product usage as well as identify and address potential areas of concern through effective mitigation plans
• Proactively identify opportunities for additional products, hardware, licenses, training, and services within existing accounts and actively lead these efforts to successful closure.
• Identify and recruit satisfied end-user customers to become advocates, participate in case studies and user communities, and refer Identiv solutions to others.
• Demonstrate an in-depth understanding of Identiv solutions, enabling you to provide expert guidance and insights on how to maximize the value of our offerings as well as introduce new complementary offerings and solutions
• Demonstrate and inspire thought leadership which drives cross-functional collaboration, improvements to Customer Success practices, and accelerated customer value realization.
• Maintains integrity of account, opportunity, and contact data within Salesforce

Style / Cultural Mindset

• Commit to understanding and delivering results.
• Make decisions based on data and analytics.
• Take decisive action, including learning from productive failures.
• Trust and respect the roles and responsibilities of the team.
• Foster open and transparent communication within the organization.

Requirements

• If local to the Orange County area, the employee will report to the Santa Ana, CA office to work onsite.
• 4+ years of relevant experience (ex. Customer Service, Technical Support, Account Management, etc.)
• Salesforce experience required
• Proven ability to establish yourself as a trusted advisor with customer stakeholders to drive business outcomes and maximize the value of Identiv's solutions
• Professional communication and writing skills to articulate the value of the Identiv product suite
• Knowledge of physical access control solutions is highly desired

Characteristics Desired

• Intellectually sharp and highly motivated, with a relentless drive for success ("go-getter mentality")
• The ability to articulate value and determine what is important to people
• Quick learner with the ability to solve problems
• Growth mindset, willingness to continually improve and be coached
• High energy and positive attitude; Collaborative and team-oriented
• Creative and outside-the-box thinker to help generate new growth ideas
• Ability to prioritize and work in a dynamic, fast-paced & changing environment
• Bachelor's degree in business, marketing, communication, or a related field is highly desired.

Benefits

Pay & Perks:

At Identiv, we prioritize pay fairness. Your base salary plays a vital role in our comprehensive compensation structure, and it is established within a specific range. This structure allows for advancement as you gain experience and evolve in your role. Your salary and compensation will be determined based on various factors, including your geographical location, skill set, educational background, and work experience.

In the spirit of openness regarding compensation, the base salary range for this position is between $65,000-$85,000 with a $10,000 variable.

Total compensation package includes:

• Competitive Base Pay
• Fidelity 401(k) + Company Match
• 11 Company Paid Holidays
• 6 Days of Sick Pay
• Generous Paid Time Off
• Medical, Dental, & Vision Insurance
• FSA/HSA
• Fun Employee and Family Events
• Employee Wellness Program
• Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
• A range of discounted products and free services

Identiv encourages candidates who believe they might be overqualified or outside the expected range to apply, as some positions allow room for up-leveling for an extraordinary candidate.

We prioritize hiring the most qualified individuals, and in keeping with our commitment to both our employees and customers, employment offers are subject to the outcome of a confidential pre-employment background check.