Customer Success Manager

2 weeks ago

Dallas, Texas, United States Avetta Full time
Overview
Avetta's innovative SaaS platform bridges the gap between leading organizations and qualified suppliers, contractors, and vendors. We provide unparalleled visibility to businesses through advanced cloud technology and insightful human analysis, promoting sustainable growth for both companies and their supply chains.

Position Summary
The Client Relationship Manager is tasked with nurturing long-term partnerships with a designated portfolio of 10-25 Clients, ensuring optimal utilization and satisfaction with our solutions to drive ongoing growth.

In this role, you will represent the full spectrum of company offerings to your assigned Clients, guiding the customer account planning process and ensuring that their needs and expectations are met effectively.

The Client Relationship Manager will oversee Client Renewals and, by providing valuable feedback on each Client's success, will serve as a crucial voice for the Client within the Sales Team. This position will collaborate closely with Client Implementation, Customer Success, and Product Management Teams.

Key Responsibilities
  • Develop and maintain relationships with key Client stakeholders and executive sponsors across various functions including Safety, Procurement, Finance/Risk, and Legal.
  • Work in tandem with Client Implementation and Customer Success to ensure high satisfaction levels with our solutions and services.
  • Create and document a strategic account plan tailored for each assigned Client.
  • Conduct remote and onsite Client Reviews, identifying opportunities for enhancing satisfaction and managing follow-up engagements.
  • Communicate new features and products to assigned Clients.
  • Demonstrate all products and features to current and potential expansion opportunities.
  • Identify expansion opportunities within assigned Clients and collaborate with other Teams to achieve growth targets.
  • Contribute to the continuous improvement of the Account Management Team.
  • Document and communicate major customer issues, assisting in the development of action plans for resolution.
  • Adhere to all sales processes, ensuring timely updates of relevant systems.
  • Track and manage your Account Management Metrics, Client Satisfaction, Client Call Plans, Client Reviews, Reference Status, and provide comprehensive Sales Forecasts.
  • Achieve assigned sales quotas successfully.

Performance Metrics
Candidates must meet the following performance metrics:
  • Conduct quarterly business reviews with each assigned Client.
  • Meet or exceed new billings assigned quota, maintaining consistent performance throughout the year.
  • Ensure 100% quota attainment on revenue retention.
  • Be prepared to present all current account plans at any time.

Qualifications
  • Accountable for results and deliverables, with the ability to work independently and proactively.
  • Proven experience in managing Renewal and/or Expansion/Upsell quotas with consistent success.
  • 2-5 years of Account Management experience in a Mid-Market software or complex sales environment, preferably in SaaS.
  • Global experience is highly preferred.
  • Excellent negotiation and presentation skills.
  • Strong verbal and written communication abilities.
  • Proficient in Microsoft Office and CRM applications.
  • This position requires extensive travel.
  • Successful candidates will demonstrate regular and predictable attendance as a fundamental aspect of their commitment to the role and the team.
  • Fluency in both Spanish and English is required.

Desired Traits
  • Exceptional time management skills.
  • Technically proficient with computer skills.
  • Strong problem analysis and problem-solving abilities.
  • Willingness to invest the necessary hours to fulfill job responsibilities.
  • Consultative approach to Account Management.
  • Structured and organized work style.

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