Customer Success Manager
1 month ago
Job Summary:
The Customer Success Manager is responsible for assuring customer engagement, development and retention by: establishing and maintaining long term relationships with representatives from assigned accounts, up selling software products and services, researching and resolving customer problems, recommending modifications to products and service lines, and ensuring the overall quality of the customer's experience with IntelliTrans.
Essential Duties and Responsibilities:
Include the following. Other duties may be assigned.
- Maintain quality customer relationships by delivering exceptional customer service, establishing rapport with customer key users, and researching, identifying and meeting customer needs and expectations.
- Liaison between the client and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
- Manage the creation and review of customer scorecards and ensures IntelliTrans' fulfillment of contractual commitments.
- Proactively manage contract renewal process for assigned accounts.
- Provide demo support, meeting preparation/post-mortems, and meeting follow-up with customers.
- Within assigned account base, promotes sales by contacting representatives, leads, and/or prospects and presents IntelliTrans' products and services; including accurate descriptions of product features and benefits, quoting current pricing, and generating sales.
- Develop sales by up-selling and migrating current customers on products/services and expansion.
- Provide product information by answering inbound calls and questions from customers.
- Recommend changes in products, services, and policies and assists in developing and implementing agreed upon improvements.
- Assist with the development of forecasts, budget, marketing plans, and collateral materials as directed.
- Travel is required, up to 10%, to visit with key accounts.
- Attend trade shows as requested.
Education: Bachelor's Degree or equivalent work experience required;
Experience: Minimum 1-2 years of previous Account Management, or related experience in customer relationship management. More experience may be required depending on the level the applicant would be considered.
Skills:
- Strong communication skills written, verbal and listening
- Ability to organize and prioritize addressing multiple accounts; consistent in follow up with customers
- Strong drive to achieve goals and to exceed customer expectations
- Comfort with utilizing and communicating metrics
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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