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Senior Customer Success Manager



Customer Service, Sales & Business Development
Paris, France
Posted on Wednesday, April 17, 2024

Who We Are:

Ivanti's platform makes it possible for employees to stay productive, secure and engaged wherever they are. That starts with us. With headquarters in Utah, offices in London and Paris and nearly 3,200 employees in 25 countries around the world, we are the Everywhere Workplace – it's a great time to work for Ivanti!

We anticipate our customers’ needs, we are highly responsive, and we deliver innovative solutions that exceed their expectations. Our mission is to be a global technology leader enabling organizations to thrive in the Everywhere Workplace – automating the tasks that discover, manage, secure and service all of their IT assets.

Our Culture - Inspire, Innovate & Grow:

Our mission is to be a global technology leader, enabling organizations and our people to thrive in the Everywhere Workplace. A core value at Ivanti is maintaining an environment where all perspectives are heard, respected and valued. We foster a culture where we can all grow, learn, add value and thrive – while achieving new levels of performance together. Ivanti is the right size. We are large enough to be stable and strong, but small enough so your work and opinion actually matter. Our continued success begins with you!

Why We Need you!

We’re expanding our distributed team of high performing and passionate customer success advocates to partner with our biggest and complex accounts, supporting them to be wildly successful with their Ivanti products, delivering value across their organizations.

What You Will Be Doing:

  • Own the successful adoption of Ivanti products driving measurable value within a defined group of strategic accounts.
  • Develop a trusted advisor relationship with customers assisting them along the maturity curve.
  • Nurture accounts developing them into strong advocates.
  • Identify early warning signs with accounts, allowing early mitigation of value blocking risks.
  • Work alongside your teams to spot potential expansion and upsell opportunities that will help your customers drive further successes.
  • Provide leadership and mentoring to other CSMs.
  • Own the onboarding process for new Ivanti strategic customers.
  • Work with your customer’s teams to build and enhance their Ivanti skillsets.
  • Assist customers with identifying and defining use cases for Ivanti Products.
  • Oversee customers through the initial launch of use cases on Ivanti platforms.
  • Collaborate with your customers to develop and execute customer success plans to drive adoption and growth.
  • Track, interpret, report and action on key metrics for customer adoption and value realisation.
  • Document the findings from customer interactions and communicating them to various teams inside Ivanti.
  • Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
  • Identify the needs of your customers and coordinate the appropriate responses cross-functionally including Product Management, Support, Professional Services, Training and Partners.

To Be Successful in The Role, You Will Have:

  • Fluent in French and English
  • Ability to learn fast, embrace change and shift directions when required.
  • Ability to work collaboratively as part of a highly effective and result orientated team.
  • Naturally curious and a keen problem solver
  • Minimum 5 years relevant work experience in the field of project management, customer service, professional services, consulting.
  • Expertise and experience dealing with large accounts at the most senior IT and business levels
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
  • Software experience with on premise and cloud-based technologies, preferably SAAS software.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • BA/BS degree (or equivalent; MBA or advanced degree preferred).
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

If you require special assistance for the best interview experience, please contact us at recruiting@ivanti.com.