Overview As a Customer Success Manager on the Commercial team you will be responsible for leading consultative conversations participating in business reviews analyzing key performance metrics and ensuring our clients ongoing success You will become an industry expert with a focus on the Talent Acquisition TA space and work to establish yourself as a trusted advisor Equipped with leading industry tools including Gainsight you ll guide customers on product and industry best practices and help to continually update mutual success plans You ll also provide forecast reporting With the support of internal cross-functional teams you ll provide superior experiences resulting in a high rate of renewals About Us When you join iCIMS you join the team helping global companies transform business and the world through the power of talent Our customers do amazing things design rocket ships create vaccines deliver consumer goods globally overnight with a smile As the Talent Cloud company we empower these organizations to attract engage hire and advance the right talent We re passionate about helping companies build a diverse winning workforce and about building our home team We re dedicated to fostering an inclusive purpose-driven and innovative work setting where everyone belongs Responsibilities Successfully complete company training programs to build expertise in the iCIMS Talent Cloud products and TA industry Partner with cross-functional teams including account management and professional services to understand customer business objectives products purchased challenges hiring strategy and maturity technology stack and more Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption data insights and process while understanding overall account health Collaborate with the Account Manager to support the business review process by providing relevant account data Partner internally on the overall customer journey to ensure customer satisfaction This may include supporting a customer with questions about the solutions providing best practices conducting product deep dives and routing questions to the appropriate resource Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability Effectively prioritize customer projects to ensure achievement of SLAs while keeping internal partners informed Qualifications Experience in a customer facing role for a solutions-based organization with accountability for customer support renewals expansion or training or experience in a talent acquisition human resources role A passion for assisting customers solve business issues with advanced technology solutions Ability to use data and analytics to create practical insights to build customer strategic plans Experience forming relationships with multiple customer personas to align business goals to technology strategy and support their continued success Ability to prioritize competing requests from customers partnering internally with key collaborators to ensure success EEO Statement iCIMS is a place where everyone belongs We celebrate diversity and are committed to creating an inclusive environment for all employees Our approach helps us to build a winning team that represents a variety of backgrounds perspectives and abilities So regardless of how your diversity expresses itself you can find a home here at iCIMS We are proud to be an equal opportunity and affirmative action employer We prohibit discrimination and harassment of any kind based on race color religion national origin sex including pregnancy sexual orientation gender identity gender expression age veteran status genetic information disability or other applicable legally protected characteristics If you d like to view a copy of the company s affirmative action plan or policy statement and or if you would like to request an accommodation due to a disability please contact us at careers icims com