Customer Success Manager

Job Description:

Location: Indianapolis, IN.

On-site position.

9045 River Road, Indianapolis, IN 46240

Company Overview

Performing over 80 million utility locates annually, USIC is the most trusted name in underground utility damage prevention and protection.

USIC provides a full suite of public and private utility services throughout the United States, with advanced offerings and superior technology to meet every underground utility damage prevention and protection need.

Our mission is to deliver quality, efficient, safe, and innovative solutions to protect our partners’ infrastructure and critical assets.

Summary

Customer Success Management is the business discipline of guiding customers to recognize value through the adoption and full utilization of our products and services across their lifecycle with USIC.

Customer success is a core function of the revenue operations team, and seeks to unlock more proactive engagement with accounts, leading to better overall partnership satisfaction and less customer churn.

In this role, you will ensure the highest customer partnership and satisfaction, and a personalized customer experience with each touch point.

You will work closely with named customer partners to understand their business objectives, challenges, and requirements, and collaborate with internal teams to ensure the successful adoption, implementation, and ongoing success with the products and services of USIC.  Your proactive and collaborative efforts between the revenue operations, sales, finance, and operations teams at USIC, coupled with our customers’ teams, will deliver an exceptional, connected customer experience.

Developing a deeper partnership with our customer base is critical for long-term success and sustainability.

As a CSM, you will help increase customer retention and proactively drive opportunities that improve our customer-centric culture.

By establishing yourself as an expert on USIC products, services, and internal teams, you will build and maintain sticky customer relationships that improve overall experience.

This position reports to the Director of Customer Success.

Responsibilities


* Customer Onboarding: Guide new customers and internal teams through the onboarding process, ensuring smooth and successful implementation.


* Serve as the critical, non-selling point-of-contact for assigned customer accounts, fostering strong relationships and trust.


* Conduct regular check-ins with customers to understand their evolving needs and challenges.


* Monitor customer usage and adoption of our products and services, providing internal and external recommendations for optimization.


* Participate in strategic account management planning, including pricing and renewals


* Research issues and provide exceptional leadership and support


* Execute internal & client special projects, as required


* Identify, document, and connect team members to cross-selling opportunities


* Ide...