Customer Success Manager

Position Overview

The primary goal of the Customer Success Manager is to ensure that customers achieve their desired outcomes while using the company's products or services (generally subscription-based or ongoing services such as SaaS (Software as a Service), cloud services, and enterprise solutions), thereby driving customer satisfaction, retention, and growth.

Key Responsibilities

• Onboarding and Implementation:
• Guide new customers through the onboarding process, ensuring a smooth transition from sales to active usage.
• Aid with the implementation of the product or service, helping to configure it according to the customer's needs.
• Customer Training:
• Provide training sessions and resources to help customers understand and effectively use the product.
• Create and maintain documentation, tutorials, and FAQs to support customer learning.
• Relationship Building:
• Develop strong, trust-based relationships with customers, becoming their primary point of contact.
• Understand the customer's business goals, challenges, and industry to tailor the support and guidance provided.
• Proactive Support:
• Maintain monitoring of customer usage and engagement with the product to identify potential issues or opportunities.
• Conduct regular check-ins and business reviews to ensure the customer is on track to achieve their goals.
• Advocacy and Feedback:
• Act as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams (e.g., product development, sales, marketing).
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Renewals and Upsells:
• Work closely with the sales team to manage contract renewals and identify opportunities for upselling or cross-selling additional products or services.
• Develop strategies to reduce churn and increase customer lifetime value.
• Records and Reports:
• Develop meaningful sales activity including: calls, emails, meetings, appointments, opportunities, wins & losses in Hubspot, Tigerpaw or other business systems.
• Problem Solving and Issue Resolution:
• Address customer issues and concerns promptly, coordinating with technical support and other departments as needed.
• Develop and implement action plans to resolve customer problems and enhance their overall experience.

Required Qualifications

• Experience: 5+ years of B2B sales with a proven track record of exceeding sales quotas, and 2+ years of experience selling IaaS (AWS, Azure, GCP), SaaS, and security solutions.
• OEM sales certifications are preferred.
• Industry Knowledge: Thorough understanding of IT terminology, with the ability to translate technical concepts for non-technical stakeholders. Prior experience selling to state and local government entities is strongly preferred.
• Sales Acumen: Demonstrated success in building new business relationships and comfort with cold-calling and interacting with C-level executives.
• Technical Proficiency: Intermediate proficiency in Microsoft Office and experience with CRM software (Tigerpaw and Hubspot preferred).
• Education: Diploma required; Bachelor’s degree or higher preferred.
• AWS Cloud Practitioner certification to be completed within ninety (90) days of hire.
• Government Sales Experience: At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships.
• Immediate Impact: Ability to leverage existing relationships and hit the ground running within 90 days.
• ISO 9001:2015 training – to be completed within ninety (90) days of hire.

Key Competencies and Behaviors

• Numbers Driven: You know sales is a numbers game and are always seeking ways to be more productive and efficient.
• Competitive: You thrive on competition, whether against others or personal benchmarks, and hate losing more than you love winning.
• Persistent: You are confident in overcoming objections and are comfortable being seen as persistent.
• Independent: You are a self-driven professional who operates effectively with minimal oversight and drives results independently.
• Trusted Advisor: Your passion for serving public sector missions makes you a valued partner and advisor to your clients.
• Positive Attitude: Warm and inviting personality that fosters strong relationships.
• Team Oriented: Works well in collaborative environments and with cross-functional teams.
• Adaptable: Demonstrates strong adaptability and stress tolerance in a fast-paced environment.

Physical Requirements

• Work is generally sedentary in nature, but may require standing and walking for up to 20% of the time.
• The work environment is generally favorable. Lighting and temperature are reasonable.
• Work is generally performed within an office environment, with standard office equipment available.
• Require use of multiple computer monitors and software programs simultaneously, desk phone, mouse and keyboard.

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Long-term and Short-term Disability Insurance
• 401k Plan
• Paid Vacation Days
• Paid Sick Days
• Paid Holidays

Other Benefits

• Dog-friendly corporate office
• Wellness incentives
• Referral bonuses

Screening Requirements

• Background Check
• Drug Testing

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