Join a team that's making an IMPACT

Lumivero offers custom-built software solutions that allow users to leverage tools to answer the important questions they are working to decode. We bring trusted research, decision-making, and organizational tools together that enable professionals to do their work efficiently and productively and to make decisions more confidently. With a focus on transforming data, empowering real-time collaboration, and creating impactful insights, Lumivero creates a central data landscape across which its users can identify patterns and trends on which they can take decisive action.

The Customer Success Manager (CSM) ensures a healthy client relationship by working side-by-side with our customers. They develop execution plans that drive measurable success, solid partnerships, and client satisfaction that leads to expanded contract values. CSMs are product experts. They listen to and understand our clients, providing thoughtful solutions that will serve their unique needs. CSMs are the voice of the customer to our internal teams, advocating for improvements and enhancements that mean the most to them.

The ideal candidate is a natural problem solver with an analytical mindset that finds strategic ways to solve even the most complex problems. Your confidence as a communicator allows you to skillfully translate the technical aspects of our products and swiftly adapt to the language of our customers' industries. With a core purpose of maximizing customer value, you're driven to create innovative solutions that foster customer loyalty. Naturally social, you enjoy engaging with our clients, understanding their needs, and ensuring an enduring relationship.

This role reports to the Manager of Customer Success. This role is full-time, exempt, and fully remote.

Responsibilities

Contract Renewals

• Elevate customer renewal retention rates, both in terms of customer numbers and revenue.
• Own the contract renewal process for your assigned accounts.
• Identify opportunities to upsell and cross-sell our products and services.
• Nurture long-term customer commitments throughout their lifecycle.

Client Retention

• Minimize customer churn through proactive engagement.
• Identify and address potential at-risk customers swiftly and effectively.
• Resolve customer requests and complaints, continually seeking to enhance their experience.
• Serve as the internal advocate. Champion product improvements that mean the most to our customers.

Customer Success

• Proactively engage with customers to highlight the value of our products and promote increased adoption.
• Develop deep expertise in our products and gain familiarity with competitor offerings.
• Cultivate a genuine interest in our clients' industries, staying informed about industry trends and events.
• Keep clients informed about new features, changes, and updates.
• Establish and nurture strong, enduring customer relationships.

Requirements

• Bachelor's degree and 2-5 years of experience in a customer success or account manager role. Can substitute relevant experience for education.
• Demonstrated intermediate knowledge of Microsoft Office Suite, specifically Excel.
• Experience with CRM software, SalesForce experience preferred.
• Demonstrated ability to foster loyal customer relationships and drive product adoption.
• Be a strong communicator, highly adept at written and verbal communication.
• Possess proactive problem solving skills and be able to anticipate the needs of the customer.
• Track record of being a dependable, cross functional team member.

Salary

• $75,000-$90,000 a year, depending on experience.
• This role is eligible for commissions.

Benefits

Were committed to making a positive impact on our employees by cultivating an engaging, satisfying, and rewarding workplace. This includes providing a robust benefits portfolio and other perks that support your career goals as well as your health and well-being.

• Remote-first working opportunities.
• 401(k) with a generous match.
• Flexible time off.
• Generous parental and family leave.
• Professional development opportunities, training, and support.
• Comprehensive health insurance plans.

All these benefits help us empower each person to IMPACT our products, our customers, and our world.

Creating insights is the core of everything we do.

At Lumivero, our mission is to enable customers to organize, analyze and report on data to gain compelling new insights that spark action. Lumivero leverages the combined capabilities of leading data software solution providers, QSR International, Palisade, Tevera and Addinsoft, to empower customers in business and academia to make an impact like never before.

Lumivero team members are operating across five continents in a remote-first work environment. This global commitment helps us to continuing to keep our users our top priority, and positions us to provide better experiences, better support, and better products with global impact.

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