The Customer Success Managers (CSMs) at IDC play a pivotal role in fostering strong bonds with customers, driving their success, retention, and advocacy to support future growth. This position is dedicated to generating value for our largest enterprise customers by guiding them in developing tailored plans to onboard, adopt, and effectively utilize IDC products to achieve their desired outcomes. CSMs strive to ensure customers become healthy, adopted, and referenceable, demonstrating tangible value-based outcomes and readiness to expand IDC product usage across their organization. Additionally, CSMs proactively anticipate and address customer concerns and challenges by implementing and promoting best practices.
To find out more about IDC, you may visit: https://www.idc.com/
Location: Spain (we have an office in Madrid, but you can work on teletrabajo most of the time)
Responsibilities:
* Driving Account Value Realization: Manage customer relationships to maximize customer satisfaction and ensure continued engagement with IDC’s products. Understand customers’ strategic goals, challenges, and how IDC’s solutions can address their needs.
* Developing Account Strategy and Expansion: Build strategic success plans to deepen relationships with client stakeholders, positioning IDC as the preferred market intelligence / tech insights partner. Engage senior customer executives to understand their vision, align on mutual goals, and map future-state roadmaps that illustrate how IDC supports their success.
* Ensuring Customer Enablement & Adoption: Manage onboarding and solution adoption, ensuring clients see value from IDC’s offerings. Drive regular executive reviews and deliver customer success milestones, collaborating with internal teams to resolve customer issues, and refine product alignment.
* Customer Relationship Development: Navigate customer organizations to strengthen relationships and understand business needs.
* Performance and Business Reviews: Conduct regular business reviews, reinforce ROI, and identify innovative solutions.
This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.
What we’re looking for:
* Minimum 5+ years of customer success or account management experience within the business services, market intelligence, and tech insights industries; prior experience in market research a strong plus
* Proven ability to understand customer business objectives, strategize around challenges, and develop growth plans focused on delivering measurable value
* Bachelor’s degree required
* Excellent customer relationship skills, adept at growing and retaining accounts, identifying risks, and building new relationships
* Customer-focused with strong problem-solving abilities, creativity, innovation, and solution orientation
* Effective written and verbal communication skills for presenting business concepts across all organizational levels
What we are offering:
* A permanent, full-time position with a hybrid working model.
* A complete benefit package to complete your salary and quarterly bonus (sick days, 25 days of vacation, meal allowance, ticket restaurant and others).
* A position in a highly professional and globally respected market research and advisory firm, where initiative leading to results is rewarded.
* You will be a part of a vibrant team that excels in delivering customer demands for decades and continues to service customer requirements through tailor-made solutions locally, regionally and globally.