Customer Success Manager, Defense Industrial Base

Customer Success Manager, Defense Industrial Base  

Exiger Government solutions is looking for a Customer Success Manager to help our clients achieve success in their unique mission utilizing Exiger’s software and tech-enabled solutions, and to grow Exiger by providing value to your customers and peers

What You’ll Do:

• Develop a presentation that outlines Exiger’s core technology in support of supply chain security solutions
• Onboard new users and brief them on all the capabilities we can provide
• Develop new ways to apply Exiger technology based on the client’s mission and work with their internal team to test and roll out
• Conduct training (in-person or virtual) on how your clients can apply the technology to their mission
• Attend conferences about Supply Chain Risk Management
• Travel to client site or alternate site for meetings, training, and/or conferences
• Advise your clients on how best to utilize the software and tools they have purchased to obtain actionable insight
• Conduct initial troubleshooting on any technical issues your clients are having and work with the tech team to resolve
• Translate your clients’ needs and mission into products Exiger can offer and confidently propose those ideas to the client
• Inquire about a client’s needs and maintain client success by developing trust and rapport
• Collaborate with your manager and other teammates to grow your client management skills
• Partner with delivery to ensure the successful delivery of work
• Provide support to the Exiger sales team to highlight accomplishments your clients are experiencing as a thought leader in the SCRM world
• Analyze data from Exiger products to make informed recommendations to each customer based on their value drivers
• Conduct ongoing training across Exiger’s full suite of product capabilities to build and maintain your technical knowledge in support of your clients

Who Are You?

• You are familiar with the SaaS industry and products and are comfortable discussing company products necessary to support your customers.
• You describe yourself as a quick learner, self-starter, organized, and self-motivated. You have a bias for action and are meticulous about details.
• You enjoy being in a customer-facing role and can converse easily with all levels of management.
• You understand general manufacturing processes and the complex nature of multi-tier supply chains.
• You are comfortable with SaaS technology and enjoy learning new tools, datasets, and analytic techniques.
• You have a passion for continuous learning—you enjoy learning about each customers’ unique pain points and helping them find creative solutions.
• You are not easily intimidated by a challenge and enjoy wearing multiple hats.
• You can assess the utility of a technological tool and understand and communicate its functions to both explain and improve it.
• Your friends and family describe you as friendly but also outgoing and
• You take pride and ownership in your work and enjoy being the face of the professionals in the background.
• You work well independently or in a cross-functional team.
• You have experience leading a project and client accounts.

What You Need:

• Bachelor of Science degree – preferably Manufacturing/Operations, Engineering, or experience in a manufacturing environment
• Proven experience in project management including written and oral communication regarding schedule, resources, and tasks
• Collaborate with Sales and Product Teams to ensure seamless customer experience
• Meticulously organized, detail oriented, and maintain detailed and accurate records
• Analytical mindset used to collect and analyze information, problem-solve, and make decisions or informed recommendations to customers. Ability to review and analyze large sets of data to produce results for client-facing issues.
• Ability to identify opportunities to expand the customer’s account through upselling and cross-selling
• Strong Microsoft Office skills- particularly Excel and PowerPoint. Comfortable working with very large datasets and workbooks including complicated formulas, vlookup, and pivot tables. 
• Oral and written communication is clear and persuasive
• Demonstrates the ability to give confident and informative presentations in person and remotely
• Receives and gives constructive feedback to push the business forward

Preferred Qualifications

• Knowledge of SaaS Industry and Products
• Experience working with and an understanding of the Defense Industrial Base
• Ability to identify upsell opportunities in existing accounts and apply sales techniques to grow accounts YOY

• Experience in supply chain risk management (SCRM)
• Experience as a Customer Success Manager, ideally over SaaS sales
• Project Management Certificate or equivalent
• MS Excel level: Advanced

We’re an amazing place to work. Why? 

• Discretionary Time Off for all employees, with no maximum limits on time off 
• Industry leading health, vision, and dental benefits
• Competitive compensation package 
• 16 weeks of fully paid parental leave 
• Flexible, hybrid approach to working from home and in the office where applicable
• Focus on wellness and employee health through stipends and dedicated wellness programming 
• Purposeful career development programs with reimbursement provided for educational certifications

This position is remote eligible within the United States, excluding residents of California, Colorado, and New York.

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