Customer Success Manager

Company Description

IDIQ is an award-winning company looking for talented individuals to join the team. We are passionate about fostering your unique skills, supporting your career goals and creating an exceptional work environment while providing outstanding solutions that our members trust.

As one of the fastest growing companies in the United States with consecutive spots on the prestigious Inc. 5000 list, we provide award-winning services and a positive work environment. Our IdentityIQ® and MyScoreIQ® brands feature credit report and identity theft monitoring, and our Resident-Link® brand focuses on positive rent-payment reporting to the credit bureaus.   

We offer generous benefits such as paid vacation time, paid volunteer leave, health insurance, employer-match 401(K) contributions, continuing training opportunities and more. We also provide our staff with unending free coffee, relaxation rooms, game rooms and company events.

We value innovative thinking, excellent communication skills, on-your-feet problem-solving and a penchant for team collaboration. In this role, you are an integral part of our company’s success, helping create innovative solutions that serve our members’ needs.

If you are looking to join a growing company and work among talented peers, we encourage you to apply today!

Job Description

The Customer Success team provides CRM application support for customer application users assigned to the team.  This may include new user implementation (orientation) training, application training, troubleshooting, resolving technical problems, escalating system error (bug) problems, and following through for user satisfaction on all support case requests.  

The Customer Success Manager is responsible for managing support cases assigned through offered support channels, which may include phone, email (application ticket) and chat.  The Customer Success Manager must be a domain expert for the applications they support.  They will work closely as needed with the IDIQ sales business units and IDIQ partner support.  Key responsibilities include, but are not limited to, the following:
 

• Direct Report – Directly reports to the Customer Success Operations Manager.
• Client User Satisfaction – The Customer Success Manager is responsible for following established policy, procedure and key performance indicators that will ensure client user satisfaction.
• Primary Duty – Providing professional application support to assigned users and assuring the user satisfaction with the support before closing the case.     
• Collaboration – Is expected to collaborate with other team members on the support team.
• Compliance – Complies with established support team policy and procedure. Works with IDIQ Quality Assurance to utilize reports to quickly help identify areas of performance that may need improvement. 
• All other department duties and tasks as may be assigned.

Qualifications

• 1-2+ years – Providing customer service that includes complex application support and specifically CRM application support.
• High level proficiency in or ability to learn Microsoft Office programs (e.g., Excel, Word, Outlook, PowerPoint, etc.)
• Bilingual in Spanish preferred.

Preferred Skill & Experience:

• Strong telephonic and electronic communication skills and etiquette.
• Advanced problem-solving skills.
• Strong customer-focused mindset
• Established track record of reliability and good attendance.
• Demonstrated ability to quickly and proficiently understand and absorb new information.
• Strong communication and cross-functional skills with the ability to engage, listen, and collaborate with internal departments and external stakeholders
• Collaborative with the ability to structure mutually beneficial partnerships.
• Ability to be discrete and maintain confidential information
• Ability to multitask with a high volume of tasks
• Flexibility to handle rapid and frequent change and interest in taking on new tasks.
• High level of organization skills, attention to detail, and ability to prioritize and time-manage across multiple deadlines.
• Acts without being told what to do. Brings new ideas to the company.
• Exhibits passion and excitement over work. Has a can-do attitude.

Additional Information

Position Details: This is a full-time hourly position (40 hours/week). 

Pay: The pay range for this position is a minimum of $22.00 to a maximum of $32.00 per hour. 

Benefits and Perks: IDIQ makes available comprehensive benefits including:

• Medical: 100% of base benefits for employees and 50% for dependents
• Dental: 50% for of base benefits for employees and dependents
• Vision: 50% for of base benefits for employees and dependents 
• $25,000 company paid life insurance
• Short-term disability
• Long-term disability
• 11 paid holidays
• Sick Time off
• Vacation Time off
• 401k program with employer match. (3.5% up to 6% contributions. Fully vested after 2 years)
• Free membership to all of IDIQ, Credit & Debt and Countrywide products!

AAP/EEO Statement: Identity Intelligence Group, LLC dba IDIQ does not tolerate discrimination or harassment of employees or applicants.  The Company makes employment decisions without regard to actual or perceived: race (including hair texture or protected hairstyles, e.g. braids, locks, and twists), color, religion, religious creed (including religious dress and grooming practices), national origin (including language use restrictions), ancestry, citizenship, disability (mental and physical) including HIV and AIDS,  medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, family and medical leave status, domestic violence victim status, political affiliation, and any other status protected by federal, state, or local law.

Supervisory: No supervisory responsibilities. 

Business Office Environment: This position operates in a professional office environment. Office environment can vary with noise levels and stress, from low to moderate.

Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly communicating and conversing with members/stakeholders/management and must be able to exchange accurate information appropriately. The employee frequently is required to remain in a stationary position, occasionally move about; and constantly operate a computer or other office equipment. The employee is regularly required to push, or otherwise move up to 10-30lbs of various equipment.  Applications may include but are not limited to repetitive work operating a computer keyboard, mouse and headphones while primarily maintaining a stationary position and occasionally moving about at an assigned work desk area.