Jobs at Ignite Technologies

About

Do you take pride in building expertise and then using that to help others achieve their own success? Are you excited to use a combination of business insights and technical knowledge to drive business value growth for your customers? Do you enjoy showing people how you can make their jobs easier and more successful with your software?
In this role, you will partner with customers to help them achieve a declared state of success with their software solution. You will do so by leveraging prescriptive success plans, your own product expertise, and a deep understanding of the customers business to provide confident, expert-driven leadership to your assigned customers.

What You Will Be Doing

• Continuously learn and build domain expertise across multiple products and customers.
• Analyze current product usage and other success indicators and identify specific improvement opportunities for each customer based on a prescribed success plan.
• Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice.
• Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
• Create product artifacts (Videos, FAQs, Blog Posts, etc) to accelerate best practice sharing and drive user engagement.
   

Customer Success Manager Key Responsibilities

• Prepare Success Plans for each customer based on inputs including current entitlement and usage data, relevant product and customer updates or highlights, and clear recommendations and next steps for the next stage of the success journey.
• Lead structured success meetings with customers to review their Success Plan and ensure they understand the next steps and are excited to make progress to achieve their next phase of value growth.
• Provide demonstrations and walkthroughs of product capabilities to help drive engagement and feature adoption.
• Act as a trusted advisor to the customers. Build trust and confidence with customers through clear communication and by delivering on commitments.
• Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for success.
• Provide expert coaching to customers on individual elements of the plan and respond to inbound, 'how-to' inquiries that fall between technical support issues and consulting services.
• Utilize project management skills to implement Success Plans, and ensure that both the customer and internal teams are working towards mutually agreed objectives.
• Create product 'how to' and best practice artifacts such as blog posts, presentations, job aids, or FAQs to accelerate best practice sharing and coaching effectiveness.
• Invest in self-directed and other forms of learning to build expertise in the assigned products and customers.
   

Basic Requirements

• 3+ years experience in the Enterprise Software industry
• 2+ years in a Customer Success or similar role, with a proven ability to deliver and grow customer value with enterprise technology solutions.
• Proven track record in managing 30+ customers simultaneously and building customer relationships with both business and technical stakeholders.
• Increasing levels of customer interaction and responsibility for driving customer retention and/or growth outcomes with customers.
• Experience in customer-facing roles including support, project management, presales, professional services, training, or consulting.
• Passion for customer success and experience of achieving customer satisfaction with existing products.
• Ability to articulate technical concepts and understand business drivers.
• Self-motivated, Self Starter and able to work successfully in a 100% virtual environment.
• Fluent in spoken and written English (business and IT vernacular).
   

About Ignite Technologies

Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re doing it in an entirely remote workplace that is focused on building teams of top talent, and operating in a model that provides challenging opportunities and personal flexibility.

What’s Next?

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
What to expect next:

• You will receive an email with a link to start your self-paced, online job application.
• Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.
• You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.
   

Important! If you do not receive an email from us:

• First, emails may take up to 15 minutes to send, refresh and check again.
• Second, check your spam and junk folders for an email from our partners at Crossover.com, mark as “Not Spam” since you will receive other emails as well.
• Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.

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About

Do you excel at quickly learning and understanding customers' business problems and goals? Are you smart enough and curious enough to do that credibly across a variety of industries? Do you see problems and concerns as opportunities to create relationships and add value? Do you enjoy the challenge of resetting customers' expectations to a new, bolder vision?

This role will work across industries to align senior customers on a new and more powerful vision for their success. They do so with the benefit of a software industry-leading retention program, Ignite's "Prime program", that creates huge leaps forward in value for each customer. Our Netflix-style licensing model for enterprise software allows customers to access all of our solutions as part of their current subscription. This is a unique and disruptive approach for creating long-term, value-based relationships with enterprise customers. You have the opportunity to influence business leaders across industries to adopt a definition for their companies' success that is better for them than the one they have today.

What You Will Be Doing

• You are a trusted advisor to business leaders and enable Enterprise customers to achieve a larger impact with our enterprise solutions.
• Develop value capture plans with structured recommendations to achieve business value with our technology portfolio.
• Conduct periodic business review meetings to understand the business context and identify new opportunities to expand the relationship with the customers.
• Build lasting relationships with senior executives and obtain their commitment on a shared vision of success.
• Engage and influence customers, shaping customer views and expectations as well as selling ideas and recommendations.
• Conduct research to understand customer's business context and solution usage.
   

Senior Account Manager Key Responsibilities

• Build and own holistic value capture plans to enhance customers' value from their relationship with the company beyond that delivered from the current product.
• Lead business review meetings to excite customers on our vision and plan for their success; getting the customer to adopt our vision as their own.
• Ensure recommendations are effectively linked to customer's business goals and/or to jointly defined opportunities for new value creation.
• Obtain customer commitment to take identified steps forward and own the value capture plan.
• Foster strategic customer relationships and build confidence with the customers as a trusted technology partner.
• Through active listening ensure that the customer feels that we understand their perspective.
• Research customer's history and solution usage; leveraging key insights to elevate customer conversation and action.
• Understand the customers’ business strategy and industry direction and manage a long term, sustainable business portfolio.
• Help customers solve difficult business challenges by aligning our value proposition with their business objectives.
• Articulate the business benefits of our diverse technology portfolio, resulting in uptake of new products and solutions.
   

Basic Requirements

• 3+ years in enterprise software strategic account management or client partnership roles, across several industries and/or solutions, including sales or opportunity qualification within the installed base.
• Proven track record in managing 10+ customers simultaneously and building customer relationships with both business and technical stakeholders.
• Increasing levels of customer interaction and responsibility for driving customer retention and/or growth outcomes with customers.
• Demonstrated over-achievement of retention and growth goals or quotas.
• Experience in relationship building with senior executives in Enterprise accounts.
• Self-motivated, Self Starter and able to work successfully in a 100% virtual environment.
• Fluent in spoken and written English.
   

About Ignite Technologies

Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re doing it in an entirely remote workplace that is focused on building teams of top talent, and operating in a model that provides challenging opportunities and personal flexibility.

What’s Next?

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
What to expect next:

• You will receive an email with a link to start your self-paced, online job application.
• Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.
• You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.
   

Important! If you do not receive an email from us:

• First, emails may take up to 15 minutes to send, refresh and check again.
• Second, check your spam and junk folders for an email from our partners at Crossover.com, mark as “Not Spam” since you will receive other emails as well.
• Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.