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Customer Success Manager
2 months ago
Basic Function
The Customer Success Manager is responsible for building and maintaining effective long-term relationships and a high level of satisfaction with decision makers and influencers at an assigned group of customer accounts. Gathers detailed information about account, identifies decision-makers, understands strategic business challenges and priorities, and analyzes information and prioritizes opportunities critical to accounts. Ensures professional sales coordination and account planning and resolves possible account ownership issues. Responsible for proposals, account or market plans, and forecast/report sales activity.
Essential Duties and responsibilities
Develop strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports
Answer client queries, interact with production daily, and identify new business opportunities among existing customers
Negotiate service/product terms with customers in line with guidelines set by management
Liaise with cross-functional internal teams (including Production, Projects, Customer Service, Product Development, and Sales departments) to improve the entire customer experience
Ensure client campaign deliveries and complete follow-through activities
Develop and execute multi-channel, in-depth integrated proposals and programs leveraging the company's print, digital and online assets
Job Qualifications
Bachelor’s Degree or equivalent relevant experience
5+ years working in Account Management or Customer Success or other equivalent experience
Working understanding of business, financials, products/services and the market
Excellent organization, communication (both written & oral) and presentation skills
Ability to manage own territory/account and monitor resources accordingly
Ability to collaborate and communicate professionally with various stakeholders
Other Knowledge, Skills, Abilities
Salesforce (SFDC) experience (highly preferred)
Microsoft Office (Outlook, PowerPoint, Word, Excel, etc)
Travel requirements
About 25% (once per quarter) for company meetings
Physical Demands
Normal office environment
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
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