About Tigunia:

Since Tigunia’s start as a Microsoft Solutions partner in 2007, we have continuously prioritized a client-centered philosophy backed by a deep knowledge of different technologies and their precise use. We hold true to our core values to produce results, solve problems with a sense of urgency, treat clients and coworkers with respect, and foster long term relationships. The right candidate for this role will demonstrate the skills listed below.

We expect each of our team members to take to heart and embody our core values:

Respect: We value and treat our clients, vendors, and team members with the utmost respect. Fair and ethical relations with everyone. Communicate with respect and clarity.
Teamwork: As a Community, We Work, Learn, and Share Knowledge Together.
Solution Focus: Solve problems for people, provide exceptional solutions through value-added service at every touch point.
Sense of Urgency: Treat and solve problems with intent and purpose. You are our priority.
Commitment: Take Ownership, Effective & Timely Communication, Continuously Improve, and Be Accountable.

Tigunia’s Mission Statement: To empower and fully integrate every organization’s technology and people.

Tigunia’s Vision Statement: To help people improve their business operations and technology.

Position Description:

The Customer Success Manager (CSM) is responsible for managing all aspects of the client partnership. You will play a pivotal role in building customers for life by fostering strong relationships with clients, building trust and rapport.

In this operational leadership role, one will coordinate and oversee projects, solution design, service, and security initiatives across all departments. This will require ability to interface directly with customers and their systems and collaborate with internal teams to complete objectives. CSMs must ensure our clients receive maximum value from our products and services. They are dedicated to understanding client business objectives, aligning our services with their goals, and fostering a culture of engagement and satisfaction.

We are looking for an enthusiastic, client-focused, empathetic, personable, self-driven candidate for this role.

Key Responsibilities:

Own the client relationship throughout the entire customer journey building strong, long-lasting relationships with clients by understanding their business goals and providing strategic guidance.
Conduct regular check-ins and business reviews with key stakeholders to reinforce the value of our solutions.
Monitor client renewals and metrics and provide feedback to client and internal Tigunia stakeholders on status of their account.
Work with Tigunia consulting and management teams to proactively prevent and/or resolve client issues and conflicts. Serve as the escalation point for resolving customer issues, ensuring a coordinated response from the appropriate internal teams.
Be diligent and perceptive in recognizing clients' needs to identify opportunities for account growth. Collaborate with sales engineers to determine and design the best solution to address their needs.
Create Statements of Work outlining scope of projects with estimated effort, timelines and deliverables.
Be the voice of the customer. Monitor engagement levels and collect feedback to optimize Tigunia’s impact, demonstrate the value we bring, and achieve the client’s desired results.
Continually updates expertise by participating in educational opportunities; self-study, reading professional publications; maintaining personal networks; participating in professional organizations.
Develop and improve upon process and solution for services provided by Tigunia.
Meticulously document all customer interactions (including detailed time entry) in appropriate internal system.

Skills and Competencies:

Exceptional communication skills, both written and verbal, with an ability to clearly articulate complex ideas.
Ability to build strong relationships with stakeholders at all levels of the organization.
Demonstrate empathy by having a deep understanding of the client’s perspective and the ability to anticipate their needs.
Innovative problem-solving skills and the ability to navigate complex client environments.
Strong organizational, project management, and cross-functional collaboration skills.
Ability to work independently and manage multiple accounts simultaneously.

Qualifications:

3+ years of experience in a customer success role or client lead within a SaaS or technology company.
Demonstrated ability to drive customer renewal and expansion.
Proficiency in customer success software, data analytics tools, and CRM systems.

Benefits:

Competitive salary
Health insurance for yourself and your family – 100% employer paid for employee and 50% employer paid for dependents
Dental and Vision insurance for yourself and your family – 100% employer paid for employee and dependents
Life/AD&D Insurance for yourself – 100% employer paid and covers 100% of your salary
Short Term Disability for yourself – 100% employer paid and covers 60% of your weekly salary up to $1,750.00
Long Term Disability for yourself – 100% employer paid and covers 60% of your monthly salary up to $6,000
401k with 4% match
Flex-time and paid time off to promote a healthy work-life balance

Tigunia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors