Job Description

Northern Light is a leading provider of market and competitive intelligence (M&CI) platforms and curated intelligence content.

Our solutions enable some of the world's most recognizable organizations to anticipate market dynamics, track industry trends, and stay ahead of the competition. From the C-suite to insights and intelligence teams, Northern Light empowers our clients to achieve better business outcomes.

We are excited about our growth and looking to fill two new Customer Success Manager positions!

About our Customer Success Manager role:

Northern Light's Customer Success Managers play a vital role in our success and are a key reason why Forrester has recognized us as the "Customer Favorite" based on interviews with real-world users of M&CI platforms.

Acting as trusted advisors, Customer Success Managers build, nurture, and grow long-term relationships with our clients, always placing client needs and priorities at the forefront.

Responsibilities:

• Serve as the primary point of contact and assume accountability for providing exceptional customer service to an assigned portfolio of clients.
• Ensure client retention and satisfaction of all assigned customers.
• Act as a thought leader and collaborate with customers to implement, adopt, and expand the use of Northern light solutions.
• Establish and review key performance indicators for assigned customers.
• Manage platform implementations and ongoing upgrades and enhancements, communicating schedules, risks, and deliverables.
• Manage and escalate resolution of customer issues.
• Coordinate and collaborate cross-functionally to manage project scopes.
• Collaborate with sales to demo Northern Light solutions; oversee potential new customer pilots.
• Communicate and collaborate internally on potential platform feature enhancements based on customer feedback and requirements.

Qualifications:

• Bachelor's degree and 5+ years of progressively responsible experience. In lieu of bachelor's degree, we will consider applicable education, training or experience. Proven track record of meeting adoption, retention, and ARR growth metrics.
• Experience with search, text analytics, machine learning, software as a service, and online collaboration technologies (ex.: Salesforce, Jira ticket tracking, Confluence, and Trello).
• Demonstrated ability to use consultative skills to identify and understand customers' strategic objectives and customize solutions accordingly.

Work authorization requirements:

Must be authorized to work in the United States (unfortunately, we cannot sponsor visas).

Benefits:

• 401(k).
• Flexible schedule.
• Holidays and Paid time off.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Flexible spending account.
• Life and disability insurance.
• Parental leave.
• Employee assistance program.

Location: Remote within the U.S. (Preference for Eastern Standard Time Zone).

This position is mainly remote, but may require up to 10% travel.

Job Type: Full-Time

Northern Light Careers:
Working at Northern Light you will have the chance to work with cutting edge knowledge management technology applied to enterprises' market research and competitive intelligence needs, global Customers, and the greatest team of people ever assembled. The pace is fast. The environment is smart and fun. And the culture is fanatical about customer service.

Working at Northern Light:
Northern Light is based in Boston. Northern Light is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Northern Light is an E-Verify participant.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Tags

Holiday work, Full time, Local area, Remote job, Flexible hours,

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