Customer Success Manager (up-sell/cross-sell)

Location:
Job ID: 1040683

Customer Success Manager/Account Manager

The Customer Success Manager/Account Manager works with a set of assigned customers to grow recurring revenue by helping to improve adoption across the product suite, increase retention, and identify and close new upsell opportunities. You will develop deep relationships at numerous levels within customers’ organizations. You are customer obsessed and a team player with strong fundamental sales capabilities.

Duties/Responsibilities:

·      Grow recurring revenue and boost net retention for assigned book of business

·      Develop and execute engagement plans to maximize customer value

·      Nurture deep, trusted-advisor relationships with various roles, including executive level and decision makers and be the first point of contact for any escalation

·      Lead business process reviews with customers to uncover customer priorities and key business problems and match them against new features and products that may provide additional value to their businesses

·      Identify, track, and close opportunities for upsell and cross-sell in collaboration with Solution Consulting and Implementation

·      Prime assigned customer base for renewals in collaboration with Renewals

·      Serve as a customer advocate with relevant internal teams

·      Coordinate internal company resources across various teams to ensure customer satisfaction

·      Keep track of customer progress on key projects and implementations

·      Manage client expectations regarding the delivery of products and services

Key Objectives:

Within the first year of employment, a successful [CSM/AM] will:

·      Establish bi-annual review sessions with top 25% customers within your assigned base

·      Be aware of key projects, strategic objectives, and specific challenges within assigned base

·      Build pipeline for upsell/cross-sell

·      Own a quota of [$400-600k] ARR in net-new upsell after ramp up

·      Identify any at-risk customers and lead coordination of retention efforts

Qualifications:

·      Background in enterprise software/SaaS sales, Customer Success or similar role

·      4 Year college degree, business administration, accounting, computer science, mathematics, engineering preferred

·      Ability to synthesize complex issues and communicate clearly to clients and internal stakeholders

·      Proven ability to lead customers through large, complex projects

·      Strong ability to understand technical concepts and problem solve

·      Excellent written and verbal communication skills

·      Understanding of manufacturing concepts and ERP software is preferred

About the search firm running this search:

A Recognized Recruiting Leader in Enterprise Software.

Sourcing top talent is a lot more than just filling seats. It’s about identifying the best and brightest the industry has to offer and matching your needs with their wants in a career change. We leverage the candidate’s talents to enhance your company's long-term success. As a full-service executive search firm for the information technology sector, Woodbridge World Wide knows what it takes to attract and retain top talent in a changing business landscape. When you become our client, we strive to recognize what you are looking for in your hire/s and also take the time to learn the process that you would like to follow. Our founder worked in the industry in a sales capacity. He knows what it takes to be successful and what it takes to hit a sales quota. We understand what it’s like to make a career change and can relate our own life experiences to the candidate and client alike. Woodbridge World Wide provides retained, contingency and priority search services for all client-facing positions in the IT niche. As our client, you can expect consistently superior service delivered with the core value of our company: Partnership!

Specialties:

Recruitment, Recruitment in Commerce technology, Retail, MarTech, Marketing Technology, Retail Technology, Enterprise Software.

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