Customer Success Manager

Needham, MA, United States

Overview

IDC is seeking a Customer Succeess Manager. This role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer-centric and possesses strong leadership skills. In this position, the Customer Success Manager will work with IDC's IT Supplier clients to proactively drive value while serving as the voice of the clients internally. This is a highly visible, fast paced, and dynamic position that plays a core part of IDC’s strategy.

As a trusted business partner, the Customer Success Manager will be focused on a positive customer experience above all else.  The successful candidate will ultimately be responsible for engaging with customers post-sales and driving user adoption and satisfaction while ensuring high retention and uplift rates. The Customer Success Manager will also work with internal partners to manage the customer feedback lifecycle and lift insights to internal business leaders. Amplify your career with the world's most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated!

Why IDC ?

IDC is the most respected global technology market research firm.  We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success.  IDC has been recognized for four consecutive years (2020, 2021, 2022, 2023) by the IIAR as the Analyst Firm of the Year which is one of the highest accolades for the technology market research industry.

Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future.

This position is based in IDC's Needham, MA office. We will consider remote candidates from an approved US office location. We will consider remote approved Canadian locations (Ontario, Alberta, British Columbia, and Nova Scotia) or in the Greater Toronto area. You must be in the office 1-2 days/week in Toronto if you are located in the Greater Toronto area.

Responsibilities

Partner with internal stakeholders and clients to deliver high-value outcomes and experiences, and predictable growth for the business

Deliver and communicate ROI for IDC clients throughout the customer journey

Act as a trusted advisor and extension of your client’s organization

Learn your client’s organizational and individual needs while proactively identifying and delivering IDC resources to achieve valuable outcomes

Be involved in customer relationships, collaborate closely with other team members supporting renewals and expansion opportunities

Serve as the primary contact for the onboarding of new customers, training, and ongoing customer inquiry support for short term projects

Gauge customer engagement levels and find creative solutions to drive deeper value

Understand customer outcomes through ongoing collection and analysis of data and feedback to then translate into retention strategies and feed the product roadmap

Work with internal partners on customer feedback management and reporting

Analyze customer feedback and build reports for senior leaders

Be part of interactive, online chat with clients

Qualifications

Bachelor’s Degree or equivalent experience

2+ years of experience in customer success, account management, or business development

Impressive executive presence and communication abilities

Passion for technology and experience working for or with technology suppliers

Ability to communicate with professionals at all levels within an organization

Experience creating structure in ambiguous situations and designing effective processes

This position involves up to 10% US travel to visit key customers

The role can be based in IDC’s Needham, MA HQ, IDC’s Toronto office, or remotely from an approved US state or Canadian province.

About IDC :

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

IDC US is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

At IDC US, we are committed to fair and equitable pay practices. We pay our employees equitably for their work, commensurate with their individual skills and experience. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process. This process considers the experience, education, certifications, and skills required for the specific role, equity with similarly situated employees, as well as employer-verified US region-specific market data provided by an independent 3rd party partner. The expected total annual compensation, depending on location and experience, is between $70,000 and $85,000 and is inclusive of base salary and variable compensation (if applicable).

IDC Canada is an equal-opportunity employer. It is the Company's policy to recruit and select applicants for employment solely based on their qualifications, with emphasis on selecting the best-qualified person for the job. Applicants must have a valid Canadian Social Insurance Number (SIN) card. Only qualified candidates will be contacted .

Compensation for IDC Canada will be determined based on current market data and internal equity.