Job Description

Company Overview

Infutor Data Solutions is the expert in Consumer Identity Management and Identity Resolution, offering award-winning solutions to a variety of brands and martech firms. These world-class data solutions enable businesses to most accurately identify key consumer information, powering them to make critical, strategic business decisions. We do this through access to the most comprehensive and accurate data, provided through powerful and flexible technology, giving businesses extensive insight into the core of their business. Infutor's data solutions drive essential business functions in identity verification, fraud and risk, marketing, analytics, multi-media, and compliance applications. 

Our company of rapidly-growing data, technology and analytics leaders is looking for a Manager, Customer Success and Customer Support join our team that has recently been recognized as: 

• Crain’s Best Places to Work Company
• Crain’s Best-Paying Company
• BuiltIn Best Places to Work
• Inc. 5000 Fastest Growing Companies in the US
• AdWeek Top 20 Fastest Growing Solution Providers
• Martech Breakthrough Award Winner for Best Contact Database Solution

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a leader to coach/guide a team that owns driving success for our SMB and Mid-Market customers as well as the Customer Support team.

Essential Functions - Customer Success

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
• Define and Optimize Customer Lifecycle
  • Ensure adherence to the customer journey
• Manage Customer Success Activities
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
• Measure Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish system for tracking metrics
• Lead World-class Customer Success Team
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
• Enhance Effectiveness and Efficiency Through Technology
  • Customer Success Management platform
• Inspire Customer Success Across Company
  • Create company-wide culture of Customer Success
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Essential Functions - Customer Support

• Overall responsibility for providing high-quality customer support within defined, measurable service levels, including  response and resolution within defined support tiers during normal business hours with the possibility of 24/7 coverage.
• Manage escalation of critical customer issues, working closely with Product Management and/or Data Strategy, and in close communication with Customer Success and Solutions Engineering
• Coordinate with Product Management and Data Strategy on defect resolution and product enhancements
• Manage operational dashboard to track and monitor key business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues (both internally and externally)
• The ideal candidate for this position has successfully led a software and/or SaaS-based technical support organization, is an innovative problem solver who is passionate about customer success and knowledgeable of go-to-market strategies

Required Experience/Skills:

• 5+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees

PREFERRED QUALIFICATIONS

• Experience in the direct marketing industry (must understand terminology, best practices, etc.)
• Strong knowledge of Infutor's products and systems

Benefits & Perks: 

• 401k with Company Match
• Medical & Prescription Drug, Dental, and Vision Insurance (monthly premiums 100% paid for employee only coverage!)
• Provided at No Cost to Employees: Group Term Life Insurance, Long-Term Disability, and Accidental Death & Personal Loss Insurance
• Flexible Spending Accounts for Health Care, Dependent Care, and Commuter Benefits
• Identity Protection Insurance
• Voluntary Term Life Insurance & Group Universal Life Insurance
• Accident & Critical Illness Insurance
• Employee Referral Bonus Program
• Paid Time Off for Vacation, Illness, & Maternity/Paternity Leave
• Peer Recognition Awards
• Corporate-sponsored Activities & Events Year Round

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