Customer Success Manager

2 weeks ago

Tampa, United States Abacode Full time

Job Location

5411 SkyCenter Drive - TAMPA, FL

Join Our Cutting-Edge Cybersecurity Team as a Customer Success Manager

Location: Hybrid, Tampa Florida (Work from our office and your home)

Status: Fulltime

Travel Requirement: Periodic travel is required for onsite Executive Business Reviews depending on the client profile.

Supervisory Responsibilities: None

Reports to: VP, Customer Success

Abacode, the leader in cybersecurity and compliance, is hiring a Customer Success Manager The Customer Success Manager is responsible for building effective relationships with current and potential customers and for maximizing the customer's lifetime value within the assigned portfolio.

What You’ll Do:
  • Build and maintain strong customer relationships.
    • Develop and nurture relationships with key stakeholders, including executives.
    • Understand customer Cybersecurity and Compliance needs and proactively provide guidance and support to ensure their success.
  • Performs Quarterly, Semi-Annual, or Annual customer business reviews to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for upselling, and overall level of satisfaction.
  • Facilitate and collaborate with Implementation team for smooth onboarding experience.
  • Drive renewal and upsell opportunities – proactively manage the renewal process by identifying customer needs and ensuring timely contact renewals. Will work in conjunction with sales team to develop strategies for upselling additional services.
  • Drive customer adoption and satisfaction – monitor customer satisfaction levels and take proactive measures to address any concerns or issues that may arise.
  • From a consultative approach, develops a strategy and plan for achieving customer objectives.
  • Demonstrate professionalism, integrity and a customer-centric approach in all client interactions.
  • Collaborate with internal teams – Work closely with cross-functional teams such as sales, operations, marketing, and leadership. Share customer feedback and insights to help drive product improvements and enhancements.
  • Handling customer data with the utmost confidentiality and adhering to all data protection and privacy regulations.
  • Collaborate on customer retention strategies and contribute to the overall growth and success of the company.
  • Maintains impeccable administration of the assigned accounts in the Company's CRM.
  • Supports company and/or channel partner trade shows and events.
  • Developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
  • Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
  • Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
  • Utilizes CRM to maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Performs other related duties as assigned.
What You’ll Bring:
  • Bachelor’s degree preferred but not required.
  • Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure.
  • Familiarity with standard concepts, practices and procedures within the IT Security Field.
  • Experience with Salesforce or other CRM.
  • Experience with Microsoft Excel and Word.
  • Prior experience as a Customer Success Manager or experience in a customer facing role.
  • Excellent verbal and written communications.
  • Superior Customer Service skills.
  • Excellent time management and organization skills.
  • Ability to build a rapport through phone calls, email and video conferencing.
  • Strong collaborative and teamwork skills.
  • Must be able to work with minimal supervision.
What We Offer:
  • Hybrid Work Policy: Flexibility to work from home every Tuesday and Friday—because we believe you do your best work when you’re empowered to choose your environment.
  • Award-Winning Culture: Join an award-winning team We're proud to be recognized as one of the 2024 Companies to Watch.
  • Rooftop Terrace: Our stunning rooftop terrace is the perfect spot to enjoy a coffee, catch up with colleagues, or just enjoy the view.
  • Other Perks:
    • Unlimited Paid Time Off
    • $375 monthly contribution toward your health insurance premium
    • Competitive 401k program
    • Access to a mentor/mentee program designed to foster professional growth and career development

Apply now, and let’s make the digital world safer—together

Qualifications Education, Experience, Basic Qualifications:
  • Bachelor’s degree preferred but not required.
  • Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure.
  • Familiarity with standard concepts, practices and procedures within the IT Security Field.
  • Experience with Salesforce or other CRM.
  • Experience with Microsoft Excel and Word.
  • Prior experience as a Customer Success Manager.
  • Excellent verbal and written communications.
  • Superior Customer Service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management and organization skills.
  • Ability to build a rapport through phone calls, email and video conferencing.
  • Strong collaborative and teamwork skills.
  • Must be able to work with minimal supervision.
Physical Requirements:

Able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Able to observe details at close range. Must be able to remain in a stationary position most of the time. Occasionally required to lift/push/carry items less than 25 pounds.

Expected Hours of Work:

This position is intended to be full-time, 40 hours/week.

Travel:

Some travel is required. TBD

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

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