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Customer Success Manager

Pay: 
$120,000

The Customer Success Manager is responsible for managing existing customers, ensuring customer success on current projects and working with the customer to build and meet their strategy goals.  It is critical for this person to be a team leader and have a well understood mastery of our software capabilities and understand how projects are delivered.

 The Customer Success Manager will work with the customer to understand their strategic goals and how current and future projects align to those goals.  This person will also work with the project teams to mitigate risks and be an escalation point for the customer.  The CSM will be responsible for sales targets in their named accounts and propose and close additional business with their accounts.

We enable our customers to maximize the performance of their mission critical websites, intranets, and online stores.  Our platform deeply integrates web content management, eCommerce, eMarketing, web analytics and social media management to help marketers deliver online experiences that attract, engage and convert their customers across all digital channels.  We provides end-to-end digital engagement solutions and boast an award-winning team of interactive services professionals.

Responsibilities:

  • Develop and maintain relationships with existing customers and identify areas of Professional Services expansion

  • Hands on engagement with Customers and Project teams to provide oversight to existing projects

  • Understand the customer’s strategies and propose solutions to align to their goals

  • Develop proposals for solutions, present and develop SOWs to support the projects

  • Prepare sales forecasts and recommendations to enhance account growth and revenue potential

  • Participate in the development of new Service Offerings to expand existing customer accounts

  • Manage new opportunity pipeline and provide timely and accurate opportunity forecast reports

  • Consistently manage client expectations to ensure the highest quality of service delivery, including conducting milestone or quarterly project reviews with business stakeholders

  • Identify, negotiate and document new opportunity proposals, including the creation and delivery of change requests, post implementation retainers and new projects

  • Negotiate and close new opportunities – must be able to move new opportunities from inception to close

Experience Needed:

  • Bachelor’s degree with 10+ years working closely with customers and managing customer relationships

  • Strong customer management skills and experience managing multiple accounts simultaneously, including creating and managing project plans and documenting project requirements

  • Experience understanding the delivery of interactive web applications and software implementations

  • Understanding of web technologies and third party applications and platforms

  • Must have strong discipline and be able to work independently

  • Must have high energy and a positive, winning attitude

  • Knowledge of Content Management, Web Analytics, eCommerce and eMarketing Systems is a plus

  • Excellent communication, customer presentation and writing skills

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