Customer Success Manager

Customer Success Manager

Primary Location: Metairie, LA
Schedule: Full-Time
Position Type: Salary
Reports To: VP, Customer Success

Senior Customer Success Manager

Primary Location: Metairie, LA
Schedule: Full-Time
Position Type: Salary and Commission
Reports To: VP, Customer Success

Job Summary

The Senior Customer Success Manager will provide support to primarily enterprise and mid-size 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: 4+ year(s) experience in in Inside Sales, Account Management, Customer Service, Sales and Marketing preferred.

Skills

• Proven inside sales experience
• Friendly 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/Hubspot/Panda Doc)

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.
  • Leverage advanced problem-solving skills to address intricate issues that arise with larger accounts and provide custom solutions to balance client needs with organizational capabilities.
  • 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 strong, trust-based relationships with high-value clients, often interfacing with senior client stakeholders.
  • 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.
  • Train team members in areas of need