Customer Success Manager

Job Summary

The Customer Success Manager will provide support to primarily small existing clients in all aspects of the account management and sales processes. This position is responsible for delivering exceptional value to our existing clients by proactively optimizing pricing structures and introducing new services while cultivating enduring customer relationships, fostering mutual growth.

Candidate Profile

Education and Experience

• Education: Bachelor’s degree or equivalent work experience preferred.
• Experience 1+ year(s) experience in Inside Sales, Account Management, Customer Service, Sales
  and Marketing preferred.

Skills

• Fiendly and professional demeanor
• High attention to detail
• The ability to multi-task and stay organized
• Great communication skills and experience working on a team
• Computer proficiency (MS Outlook/Excel/Word/PowerPoint)

Core Work Activities

• Account Management
  • Manage contract renewal timelines and processes. Collaborate with clients to assess their
    ongoing needs and tailor renewal proposals to address those needs.
  • Identify opportunities for cross-selling additional products or services to existing clients.
  • Analyze client accounts to identify opportunities for upselling higher-tier services or
    upgrades.
  • Prepare detailed service agreements to accurately reflect customer’s contracted services.
  • Maintain accurate records of client interactions, contract details, and sales activities.
• Providing Exceptional Customer Service
  • Executes exemplary customer service to drive customer satisfaction assisting the client
    and ensuring their satisfaction.
  • Address and resolve customer issues, complaints, or problems in a timely and effective
    manner.
  • Respond to customer inquiries, questions, and requests via various communication
    channels (phone, email, website forms, etc.).
• Building Successful Relationships
  • Develop and maintain strong, long-lasting relationships with clients.
  • Collaborate with internal teams to present relevant solutions to clients.
  • Serve as liaison for sales and consulting staff regarding client updates and needs
    Acts as a liaison, when necessary, between Sales and Marketing to ensure sales efforts are
    coordinated and complimentary.
• Additional Responsibilities
  • Performs other duties, as assigned, to meet business needs.