About Us:
A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team.With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.
How We Work:
Our mission is to help create, develop, and support an environment where great people come to do their best work. We believe there is a balance to strike between "work hard, play hard," and we strive to improve in both areas every day.
We put our customers, employees, and communities at the center of everything we do. It all comes back to our core values:
Want more jobs like this?
Get Account Management jobs in Dublin, Ireland delivered to your inbox every week.
- Be Good - Nitronauts are good humans with big hearts that are respectful and supportive of each other. We celebrate individuality and diversity and strive to foster an environment where people can be themselves and do their best work.
- Performance First - We like to challenge ourselves. We're passionate about exceeding expectations and stepping outside our comfort zones to get to the next level. It's our ambition that pushes us to work hard and deliver strong results.
- No B.S. - This one is self-explanatory, but we're all about transparency, honesty, and authenticity here. We don't beat around the bush; we tell it like it is.
The Role:
The Enterprise Customer Success Manager (CSM) is a customer-facing professional who will lead the post-sales lifecycle for Nitro's portfolio of business customers. The CSM will develop and execute the strategy to ensure customers are provided with educational experiences (from formal education to self-help) to realize value from Nitro products quickly.
As the "voice of the customer" for Nitro, the CSM must be and active listener and strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives.
Responsibilities:
- Serve as the primary post-sales point-of-contact for Nitro's portfolio of mid-market business customers
- Drive engagement & adoption to cultivate customer partnerships
- Own customer satisfaction and retention among a portfolio of business accounts
- Proactively work directly with a diverse portfolio of business customers, typically within IT, interacting with various levels of management ranging from Directors to C-level executives
- Ensure a successful onboarding and Nitro rollout among new customers
- Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
- Partner with sales to identify expansion and up-sell opportunities in the post-sales cycle
- Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
Success Criteria:
- Strong commitment to ensuring customers' business objectives are achieved
- Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
- Ability to effectively manage customer expectations and create realistic expectations
- Strong communication skills, both written and verbal, with excellent attention to detail
- Proactive, positive, self-starter with a passion for continually improving the processes around you
- Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
- Ability to work in a team-based, collaborative environment
Requirements:
- Bachelor's Degree or equivalent work experience
- 3-5 years of experience in B2B account management, customer support, customer success or consulting roles
- Commitment to Nitro's mission and values
- Travel up to 10% of the time
Nice to have:
Proficiency in French (not required)
Proficiency in Spanish (not required)
Why Nitro ?
Our goal is to empower our Nitronauts -to make an impact, work better together, and believe any goal is attainable. We take pride in the perks and benefits provided to employees that make their day-to-day lives more enjoyable and secure. Along with our regular benefits and programs (including health, dental, vision, retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts :
Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments.
Nitro Resource Groups
Nitro supports our diverse group of Nitronauts who come together to celebrate their passions, share their unique perspectives, experiences, and contributions to make Nitro a more inclusive place to work.
Families @ Nitro
We have the opportunity and responsibility to ensure the well-being of our employees, which includes offering support when and where it matters most. From generous leave to fertility benefits, Nitro supports team members who may be on or considering a path to parenthood, whatever that looks like.
Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond. #LI-Hybrid LI-NS1