Customer Success Manager - SLED

Customer Success Manager - SLED

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.

ID.me is seeking an experienced Customer Success Manager to specialize in managing a portfolio of 10-20 State, Local, and Higher Ed (SLED) customers. In this pivotal role, you will be instrumental in fostering enduring relationships with SLED clients, ensuring their satisfaction, and championing the success of our innovative products and services. Your expertise will be crucial in navigating complex accounts, driving adoption, and serving as the Subject Matter Expert (SME) on product functionalities and fraud mitigation best practices. You will also be responsible for measuring the value being delivered to each customer, and developing strategies to drive those outcomes when expectations are not being met.

Responsibilities

• Drive Adoption and Performance:
• Analyze product performance data at the customer level to identify trends or potential issues. Leverage that data to drive the customer to optimize their integration as needed.
• Train customers on ID.me best practices and what is required to achieve the best possible results.
• Drive Expansion and Growth:
• Identify and pursue opportunities for account expansion by understanding customer needs and aligning them with relevant offerings.
• Collaborate with the sales and marketing teams to drive growth within the SLED customer base.
• Analyze and understand Key Performance Indicator metrics to drive improvements and desired results.
• Develop a Trusted Advisor Relationship:
• Establish and nurture strong, multi-threaded relationships with key stakeholders within SLED customer organizations.
• Understand the unique needs and challenges of each customer to provide tailored solutions and support.
• Manage Renewals:
• Proactively engage with customers to ensure timely renewals and identify opportunities for upselling or cross-selling additional products or services.
• Collaborate with the sales team to drive successful contract renewals.
• Own the Relationship and Overall Success of the Customer:
• Act as the primary point of contact for SLED customers, ensuring a seamless experience and addressing any concerns or issues promptly.
• Collaborate with internal teams to ensure an effective feedback loop and deliver on customer expectations and commitments.
• Provide regular updates to internal stakeholders on the status of SLED customer accounts, including opportunities for growth and potential risks.
• Collaborate with cross-functional teams to address challenges and capitalize on opportunities.
• Manage Product Roadmap and Migrations:
• Stay informed about product developments and updates, ensuring customers are aware of and can take advantage of new features.
• Coordinate and manage migrations to new product versions, minimizing disruption to customer operations.
• Be the Subject Matter Expert (SME) on Product and Fraud Mitigation Best Practices:
• Develop a deep understanding of our products and services, serving as the go-to expert for customers on product functionality.
• Provide guidance on best practices for fraud mitigation and overall product usage.

Qualifications

• At least three years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related markets, preferably in the Public Sector
• Proven track record of success managing customers with Digital Wallet, IAM, or Identity Orchestration platforms
• Strong data analytics skills with the capacity to independently build convincing, data-driven proposals
• Strong communication skills and the ability to build consensus and de-escalate conflict
• Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
• Proactive, confident and energetic attitude with the desire to be a key player on a high-performing team
• Travel expectations up to 25%