AIIM International Looking for Customer Success Manager at Remote Full Time

Position Description

Position: Customer Success Manager

Reports to: Chief Operating Officer

Supervises: None

FLSA Status: Exempt

Travel Required:

Location: This is a teleworking position to be staffed during core business hours. A quiet and private workspace is needed in the home office.

Infrastructure: AIIM provides a laptop and supporting devices. A subsidy for mobile phone purchase and plan is also provided. Telework employee is responsible for the installation and maintenance of business-worthy internet and phone connections.

Summary: AIIM is the world’s leading association dedicated to the information management industry. Our mission is to help organizations improve their performance by transforming the way they manage their information. We provide independent research, training, and certification to a thriving community of more than 155,000 members.

Overview: We’re looking for a creative and energetic people person to join our team and manage the experiences our VIP customers have post-sale. Your role will be to act as their guide and help them get the most value from AIIM’s services.

Duties:

• Develop and maintain positive relationships with our customers
• Act as a customer advocate internally
• Manage the onboarding and relationship of the customers of our marketing services programs
• Innovate, design, and manage our solution provider membership programs, improve the value proposition, and ensure customers are utilizing their membership benefits
• Manage sponsor activities and experiences onsite at in-person events
• Design, standardize, and optimize business processes
• Report on KPIs; revenue per customer, Net Promoter Score, etc.
• Manage project management software
• Maintain the accuracy and completeness of customer database
• Identify upsell/cross-sell opportunities for sales team
• Identify promotional opportunities for marketing team
• Other duties as assigned

Required Skills/Attributes:

• Eagerness to help and deliver value to our customers
• Passion for building meaningful connections
• Willingness to act as a customer advocate internally
• Strong project management skills
• Above average communication skills
• Ability to design and optimize business processes
• Cool, stable demeanor
• Strong attention to detail
• Passion for learning
• Knowledge of the information management industry a huge plus, but not required

Approved by:

Georgina Clelland

__________________________________ __10/26/2021________

Signature and Title Date

Received and Acknowledged by:

_________________________________ ______________

Employee Date

__________________________________ _______________

Human Resources Date

AIIM is an Equal Opportunity Employer (EOE)

Job Type: Full-time

Pay: $50,000.00 – $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Bachelor’s (Preferred)

Work Location: Remote