Lifecycle Manager
Red River Technology

Job Info

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The CX Lifecycle Manager partners with customers and internal stakeholders (account team, Customer Success team) to support customers from initial purchase through renewal. This includes working with the customer to establish success criteria based on their specific technology procurement, defining measurable key performance indicators (KPIs) and identifying potential challenges in obtaining full adoption. The goal of this position is to assure that the customers are successful with the adoption of new technology and achieving the desired return on investment (ROI). If customers are successful with their new technology this directly impacts Red River's ability to renew customer licenses and grow our recurring revenue stream. In addition, this role will support our Customer Experience Managers by providing critical team development tasks, supporting the internal team training program and providing customer training on specific tools.

Primary Responsibilities

• Accountable for managing and executing a portfolio of Customer Success Plans for customers engaged in the Lifecycle program
• Ongoing engagement with customers in the tracking of key performance indicators, adoption barriers and reporting
• Ability to identify, categorize and resolve risk factors
• Establishing and maintaining an internal library of common adoption barriers and resolutions
• Supporting Customer Experience in the development of a Lifecycle program for additional Original Equipment Manufacturers (OEMs)
• Engage with the CX MS Renewals for common customers
• Supporting Customer Experience in providing customer training of Red River tools deployed to customers such as Quick Help, Knowbe4 and Red Connect
• Support Customer Experience in new hire onboarding and the ongoing management of the internal training library and training schedules

Minimum Education/Certification/Experience Requirements:

• B.S. or B.A. Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.
• 3-5 years of related work experience.

Preferred Education/Certification/Experience:

• Project Management experience preferred
• Experience in a sales environment preferred
• Training experience a plus
• Cisco experience a plus
• Customer Experience methodology a plus

Knowledge, Skills and Abilities:

• Risk and cost management skills
• Performance monitoring
• Technical acumen
• Proficiency in Office 365, in particular MS Excel and PowerPoint
• Familiarity with Tableau is a plus
• Excellent verbal and written communication skills
• Excellent organizational skills
• Ability to work well under deadlines

Essential Elements (Mental; Physical; Equipment used):

This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.

This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.

Special Requirements:
Occasional travel as needed.

Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.

Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia, Texas and California.

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required).

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

This job has expired.