We are looking for a Customer Success Manager to create long-term, trusting relationships with our customers. The Customer Success Manager role is to oversee a portfolio of assigned customers, develop new business from existing clients and actively seek new sales opportunities.
What does a Customer Success Manager do?
The CSM's responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.
The Customer Success Manager will also answer client queries and identify new business opportunities among existing customers.
In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience.
This position may require occasional travel.
If you are familiar with account management software (CRM) more specifically NetSuite, have a flair for client communication and understand consumer behavior, we'd like to meet you.
Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas.
Ultimately, a successful Customer Success Manager should collaborate with our sales team to achieve quotas while keeping our clients satisfied and engaged with our products and services in the long-run.
Serve as the lead point of contact for all customer account management matters
Build and maintain strong, long-lasting client relationships
Negotiate contracts and close agreements to maximize profits
Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Clearly communicate the progress of monthly / quarterly initiatives to internal and external stakeholders
Develop new business with existing clients and / or identify areas of improvement to meet sales quotas
Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
Prepare reports on account status
Collaborate with sales team to identify and grow opportunities within territory
Assist with challenging client requests or issue escalations as needed
All other duties assigned
Position requirements :
Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
Previous experience working with NetSuite is a plus
Experience delivering client-focused solutions to customer needs
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
BA / BS degree in Business Administration, Sales or relevant field