Customer Success Manager (CSM)

Brinqa has an immediate need for a Customer Success Manager who will be a trusted business partner to our customers and help increase customer retention by establishing themselves as credible authorities in the industry to build and maintain a successful partnership with our customers.  Our Customer Success Managers are the primary technical contact for our enterprise accounts who serve as the customer’s advocate on the Brinqa services. A Customer Success Manager (CSM) is the person in charge of the overall account management support of a customer.  This includes maintaining all aspects of the relationship: possible issues, filing and advocating for enhancements, partnering with engineering & sales, helping plan for new releases and rollouts, etc.   

Our CSMs also manage all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting Brinqa's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue.

We are looking for individuals who shine with little direction and move forward relying on their own knowledge and expertise as well as fellow team members.  If you are looking to build your career with an exceptional team, be part of building something great, and making an impact, you may have found it here at Brinqa!

You will have full responsibility for our customer post-sales.  You will be the customer advocate and liaison.  

You will be the customer’s trusted advisor and partner.  You must ensure regular communication with your assigned customer accounts to provide guidance and strategies to optimize Brinqa’s product utilization, adoption, and expansion.  

You will upsell features to support ongoing utilization, as well as be responsible for expansion and renewals on those customer accounts.  You will also contribute to identifying those upsell opportunities and new case uses. 

You will provide feedback to our internal teams (Sales, Product, Engineering, etc.) with insight on our customers’ needs or issues and represent our customers’ views, concerns, requests, requirements and experience throughout the organization.

As the trusted advisor, you will know our products and have a full understanding of our features, such as our integration to sources, platform features, and all applications so that our customers know they are in good hands with the best solution.

You will be responsible for ensuring that our customers are successful with Brinqa’s products.  To do that, you must understand our customer’s business objectives and provide recommendations and solutions to achieve that success.

You will drive resolution of production issues.  This includes focusing on escalations, strategy sessions, knowledge sharing throughout  the company, etc.

You will always be learning.  You will need to learn new and existing systems in order to provide the best solutions, strategies, and training to your customers as well as to your fellow  internal team members.

BA/BS degree in a related field, or equivalent work experience

3+ years software implementation experience

Good understanding of web-based technologies for assistance in communicating customer issues.

Experience with the full customer lifecycle, doing Quarterly Business Reviews with customers

Customer service and customer success management experience on multiple concurrent projects to enterprise customers within a complex and dynamic environment

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Comprehensive knowledge and expertise of program management, related tools and methodologies