Client Success Manager

About the role

The Client Success Manager will fill a key position at CallTower by being a customer advocate and responsible for the satisfaction and growth of our Gold (6k MRR–16K MRR) existing customer base. This individual will play an active role in building partnerships with assigned accounts, reaching into customer organizations to establish strong relationships with key points of contact. The role manages high-revenue accounts in accordance with the Client Success Program, collaborates with cross-functional teams to address customer requests and escalated issues, and leads the Client Success Program while maintaining accurate records in Salesforce.

Responsibilities

• Act as a customer advocate, ensuring customer satisfaction and growth.
• Build and maintain strong relationships with key points of contact within customer organizations.
• Manage high-revenue accounts in line with the Client Success Program.
• Maintain accurate and up-to-date records in Salesforce and Client Success software.
• Take ownership of customer requests/issues, act with a sense of urgency, and drive for resolution to exceed customer expectations.
• Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress, and status to both internal and external stakeholders.
• Set up and execute regular account status and review calls with assigned accounts.
• Understand and relay CallTower’s solution offering to customers; identify customer needs and communicate how CallTower’s solutions can address them.
• Assist with additional quotes for CallTower services; process orders in accordance with internal policies and processes.
• Follow up with key customers who may feel dissatisfied to ensure issue resolution and a satisfactory conclusion.
• Engage in up-sell/cross-sell activities to increase customer spend through the life of the contract by adding complementary solutions.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree or 6+ years of related experience.
• 5+ years of related experience, with a minimum of 3+ years of account management experience with high-revenue accounts, preferably in a technology-based industry.
• Ability to work effectively in a highly autonomous role with minimal supervision.
• Customer-focused personality, able to interact and influence at all levels of an organization, including executive levels.
• Expert-level customer service skills, with the ability to work independently, meet deadlines, and adapt to a fast-paced, dynamic environment.
• Expert skills in creating and executing customer presentations.
• Ability to proactively set and manage expectations for customers and internal departments while maintaining strong relationships.
• Skilled in creating reports and analyzing large data sets; Salesforce.com report/dashboard building experience preferred.
• Excellent verbal and written communication skills, including strong listening skills.
• Occasional travel, up to 30%, occasionally on short notice.

Benefits

• Annual market compensation evaluation.
• 85% employer-paid medical plans (HDHP and PPO options).
• Dental and vision coverage.
• PTO accrual starting on day one.
• 100% 401k match on the first 4% of contributions.
• Paid parental leave.
• 100% employer-paid life insurance, long-term disability (LTD), employee assistance program (EAP), telehealth, and Gym Pass.