Manager Customer Success IT Buyer

IDC is seeking for a Manager Customer Success IT Buyer. The Manager of Customer Success role is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer centric. In this position, you will manage a new set of customers for a new innovative AI-based business line that is launching later this year.  This audience will consist of CIOs and other IT professionals.  You will also build and recruit a growing team of global Customer Success Managers who are ultimately responsible for engaging with customers post-sales, driving user adoption and managing your team’s engagement and retention targets. 

As a trusted business partner, you’ll be focused on delivering a positive customer experience above all else. 

Why IDC?

IDC is the most respected global technology market research firm.  We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success.  IDC was recognized by the Institute for Industry Analyst Relations (IIAR) as the 2023 Analyst Firm of the Year for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Our collaborative, innovative, and entrepreneurial culture is the perfect place for you to discover your future! 

Amplify your career and join a dynamic environment where your passion for customer experience is expected and appreciated.

The Manager, Customer Success will partner with our CIO and Tech Buyer clients to deliver high-value outcomes and experiences, and predictable growth for the business by:

• Managing a growing global team of Customer Success Managers, assisting in the development and growth of the team.
• Managing your own client base of IT Buyers who are making key vendor selection and IT strategic decisions using our new SaaS AI enabled database.
• Own, report on, and achieve key business metrics including target renewal goals, interaction counts, customer satisfaction and CSM bandwidth metrics.
• Assisting with pre client demos and customer onboarding/training.
• Managing a large base of customers at scale utilizing playbooks and automation.
• Ensuring all purchased products are seeing strong engagement, identify gaps, and upsell/cross-sell oppotunities.
• Driving strategic client engagement and stretch goals for the CSM team.
• Partnering with sales and product to drive continuous improvement cycles.
• Delivering and communicating ROI for IDC clients, throughout the customer journey.
• Acting as a trusted advisor and extension of your client’s organization.
• Understanding customer outcomes through ongoing collection and analysis of data and feedback.
• Generating client retention strategies and managing renewals.
• Sharing client feedback to enhance the product roadmap.

This is a highly visible, fast-paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.

• Bachelor's Degree or equivalent experience
• 6+ years’ experience in customer success, or account management, ideally with SaaS offerings.
• Ideally 2+ years’ experience in managing staff, willingness to manage an expanding global CS team.
• Experience working with CIOs and other IT buyer professionals.
• Impressive executive presence and communication skills.
• Experience working with Software as a Service solutions.
• Unabashed attitude towards customer relationships.
• Ability to work collaboratively in a team environment.
• Strong time management and organizational skills. Ability to create structure in ambiguous situations and design effective processes.
• 10-15% travel within the U.S. to visit key customers.
• Candidate will ideally hold a bachelor’s degree or equivalent, preferably in Information Technology, Business, or Sciences, or equivalent experience.
• This position is a hybrid role based out of IDC’s corporate office in Needham, MA or New York City, NY. We will consider qualified candidates from an approved remote US location.

About IDC:  International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,300 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

At IDC, we are committed to fair and equitable pay practices. We pay our employees equitably for their work, commensurate with their individual skills and experience. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process. This process considers the experience, education, certifications, and skills required for the specific role, equity with similarly situated employees, as well as employer-verified US region-specific market data provided by an independent 3rd party partner. The expected total compensation, depending on location and experience, is between $95,000 and $109,000 and is inclusive of base salary and variable compensation (if applicable).