Customer Success Manager

Company Description

IDIQ is an award-winning company looking for talented individuals to join the team. We are passionate about fostering your unique skills, supporting your career goals and creating an exceptional work environment while providing outstanding solutions that our members trust.

As one of the fastest growing companies in the United States with consecutive spots on the prestigious Inc. 5000 list, we provide award-winning services and a positive work environment. Our IdentityIQ® and MyScoreIQ® brands feature credit report and identity theft monitoring, and our Resident-Link® brand focuses on positive rent-payment reporting to the credit bureaus.   

We offer generous benefits such as paid vacation time, paid volunteer leave, health insurance, employer-match 401(K) contributions, continuing training opportunities and more. We also provide our staff with unending free coffee, relaxation rooms, game rooms and company events.

We value innovative thinking, excellent communication skills, on-your-feet problem-solving and a penchant for team collaboration. In this role, you are an integral part of our company’s success, helping create innovative solutions that serve our members’ needs.

If you are looking to join a growing company and work among talented peers, we encourage you to apply today!

Job Description

The Customer Success team provides CRM application support for customer application users assigned to the team.  This may include new user implementation (orientation) training, application training, troubleshooting, resolving technical problems, escalating system error (bug) problems, and following through for user satisfaction on all support case requests.  

The Customer Success Manager is responsible for managing support cases assigned through offered support channels, which may include phone, email (application ticket) and chat.  The Customer Success Manager must be a domain expert for the applications they support.  They will work closely as needed with the IDIQ sales business units and IDIQ partner support.  Key responsibilities include, but are not limited to, the following:
 

• Direct Report – Directly reports to the Customer Success Operations Manager.
• Client User Satisfaction – The Customer Success Manager is responsible for following established policy, procedure and key performance indicators that will ensure client user satisfaction.
• Primary Duty – Providing professional application support to assigned users and assuring the user satisfaction with the support before closing the case.     
• Collaboration – Is expected to collaborate with other team members on the support team.
• Compliance – Complies with established support team policy and procedure. Works with IDIQ Quality Assurance to utilize reports to quickly help identify areas of performance that may need improvement. 
• All other department duties and tasks as may be assigned.

Qualifications

• 1-2+ years – Providing customer service that includes complex application support and specifically CRM application support.

Preferred Skill & Experience:

• Extremely high dependability in performing duties, adhering to established work schedule and completing assigned tasks.
• The ability to learn new applications, processes, and methods to apply information in performance of job duties.
• Excellent:
  • People skills including listening, written and verbal communication skills.
  • Time management skills.
  • The ability to manage back-to-back support cases during busy times.
  • Problem solving skills.
  • Functioning in a team environment in a professional manner.
  • Ability to follow directions, policy, procedure and plans with little supervision.
• Above average skills in:
  • Using Microsoft Office products such as Word, Excel, PowerPoint, Outlook etc. as well as other operational applications.
  • Computer skills including the ability to effectively utilize multiple open work applications on two to three computer monitors. 

Additional Information

Position Details:

This is a full-time hourly position (40 hours/week). 

Pay: The pay range for this position is a minimum of $26.00 to a maximum of $33.00 per hour. 

Benefits and Perks: IDIQ makes available comprehensive benefits including:

• Medical: 100% of base benefits for employees and 50% for dependents
• Dental: 50% for of base benefits for employees and dependents
• Vision: 50% for of base benefits for employees and dependents 
• $25,000 company paid life insurance
• Short-term disability
• Long-term disability
• 10 paid holidays