Lead Customer Success Manager

Customer Success Manager

This position is responsible for driving product adoption, deliver high levels of business value, and cultivate deep customer relationships. This role will be responsible for all aspects of renewals, account management, adoption, customer success planning, and expansion sales. The role drives overall customer satisfaction including reporting and analytics of revenue impact tied to client success, client testimonials, and client references.

Essential Job Functions And Responsibilities :

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
• Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success.
• Act as an extension of the customer, being a proactive advocate within Vertex and the customer to accomplish defined objectives.
• Proactively grow the breadth and depth of strategic relationships within assigned customers.
• Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption.
• Closely manage and nurture accounts to identify and eliminate risk of attrition.
• Partner with internal stakeholders to align account activities with the customers business case and strategy.
• Proactively informs customers of features, issues, resolutions that may increase customer value and loyalty.
• Ensure customers are aware of and educated on new features and releases.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers business needs.
• Own the delivery of periodic customer health-checks.
• Identify renewal risk(s) and partner with internal teams to recommend a solution, remediate, and ensure a successful renewal.
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
• Identify areas for cross selling / up-sell opportunities to expand sales.
• Participate in other projects or duties.

Supervisory Responsibilities :

Knowledge, Skills And Abilities :

Education And Training :

Other Qualifications : The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80 / 20 rule better is the enemy of done. Don't spend hours when minutes are enough.

Work with Purpose - Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.

Comments : The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Pay Transparency Statement : US Base Salary Range : $65,400.00 - $85,100.00 Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs. The range displayed does not encompass the full potential of the role, which allows for further growth and career progression. In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission / bonus, and / or equity grants. Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.