We are seeking a proven performer to help us grow our loyal customer base. Responsibilities include generating new business in existing accounts, as well as playing a key role in driving strategic initiatives.
The Customer Success Manager will work with internal teams and directly with existing/new customers to develop renewals and expansion strategies, formulate ROI, reduce churn, and help customers grow. As a fast-growing web-based start-up we are looking for a Success Manager to join our team to help maintain, grow, and provide world-class support to our Customer Base.
Responsibilities
• Leverage new and established customer relationships to deliver ROI and expand and renew subscriptions, while providing a high-level of service for clients.
• Strategic account planning and execution skills ability to across both IT and business units
• Strong technical aptitude, passion, and commitment for customer success
• Strong time management skills. Ability to articulate a clear, concise return on investment value statement
• Maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
• Ensure high rate of renewal across customer base - Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Identify opportunities to upsell additional users and services
• Manage existing accounts and maintain relationships with decision makers at the executive and management levels
• Manage and track customer and transactional information in a CRM system
• Coordinate resources throughout the sales cycle, including product support and sales engineering to meet account performance objectives and customers’ expectations
• Provide product demonstrations and general support to prospective customers
• Develop and deliver strategies that help drive our clients business
• Keep abreast of competition, competitive issues, and products
• Practice effective, excellent communication with management, customers, and support staff
• Provide fanatical support and service to account base
Requirements
• Bachelors and/or Masters degree
• Must be Fluent in English
• Experience driving adoption of SaaS-based solutions a plus
• 2+ years of customer success / sales / account management / relevant experience
• Previous sales experience a plus
• Outstanding organizational skills, and ability to manage multiple projects
• Passionate about building customer relationships
• Ability to thrive in a fast-paced environment
