Customer Success Manager Astute, Inc.
The Customer Success Manager (CSM) will create revenue opportunities within assigned accounts. The CSM will also oversee projects and business relationship with assigned accounts, exceeding customer?s expectations.
Identify revenue opportunities within assigned accounts and their community through communications, programs and other activities as needed, collaborating with marketing, business development, professional services, and support.
Collaborate with development, marketing, support, and professional services to ensure the successful launch and acceptable performance of solutions.
Oversee projects associated with assigned accounts, including but not limited to new development, internal and external communication, support and maintenance issues.
Evaluate assigned account?s business processes and provide recommendations for automation and enhancements that generate additional revenue. Collaborate with Business Development.
Act as liaison for internal and external communications with assigned accounts. Manage ongoing conference calls and ensure a positive relationship with assigned accounts. Provide regular status reports and manage task lists on assigned accounts progress for all project areas.
Manage projects using defined project management tools and communication vehicles. Facilitate enhancements to communications, tools, capabilities and product lines. Participate in cross functional groups to establish marketing campaigns, product direction and productive solutions.
Ensure reporting and communications is frequent and bi-directional.
Desired Skills & Experience
A bachelor's degree in Business and a minimum of five years' experience in a software sales, account management or sales support role, or equivalent.
Strong PC skills, including experience using MS Office Applications (Outlook, Excel, Word, Project, PowerPoint), and contemporary web browsers.
Demonstrated ability to manage multiple projects.
Excellent written and oral communication skills, including presentation skills required.
Knowledge of CRM and related Business Applications preferred.
Knowledge of Social Media, Knowledge Management and / or Telephony Systems a plus.
Knowledge of Consumer Relations industry and contact centers.
50% Travel Required.
Critical Success Factors
Ability to exceed quota on a consistent basis (as evidenced by past performance)
Customer care attitude and approach - able to move within (Astute) organization to solve customer issues.
Identify challenges, help customer understand what they need, and help customer solve them
Develop and Present EVA/ROI business case
Coaching customer with thought leadership and integration ideas.
Networking and relationship building. Able to converse at many levels
Ability to broaden the sphere of influnce with our customers
effective account planning and aligning customers goals and objectives with Astute solutions
build trust and add value
||Columbus, OH |