Customer Success Manager

Construction Data Company Cincinnati , OH 45201

Posted 2 months ago

What You Will Do

The Customer Success Manager will be responsible for managing the customer account during the 1st year of subscription or post 1st year of subscription. Throughout the account management process, the Customer Success Manager uses online "go-to-meetings", product education, and other sales techniques in managing and up-selling the value proposition of the product solution. Additionally, the position fields cancellation requests, and will proactively collect on past due accounts.

Your Day to Day Essential Duties

  • Prepare and maintain scorecard data and develop strategy with results

  • Check and identify accounts that are likely to become a bad debt or "zero balance" account and contact the clients in efforts to retain them

  • Develop relationships with loyal clients; ask for their feedback and provide feedback to the appropriate teams for purpose of enhancing the customer experience

  • Provide assistance in relation to classifying the efficiency level at work, determining space and developing the customer qualification list

  • Ensure clients' demands to be satisfied and resolutions to be acceptable

  • Conduct reviews on accounts on regular basis to evaluate clients' demands and usage of account; determine types of services/products and prices/fees satisfying the clients' needs as well as the organization's objectives

  • Conduct assessments of clients' credibility and perform billing duties upon customer request and business need

  • Conduct regular reviews of promotional activities to enhance the motivation and identify development potential to increase account revenue and client satisfaction

  • Receive and respond to calls from the customer in relation to customer requests or questions

  • Respond to customer inquiries/concerns and ensure their problems are resolved conduct follow-up tasks accordingly

  • Prepare and report on market analysis, competitor analysis, and market trends

  • Develop and maintain a well-coordinated internal relationship with key decision makers within the organization

  • Developing and maintaining account strategies to drive adoption of our product and services

  • Meeting and growing goals for assigned accounts

  • Other duties as assigned

What You Bring to the Team

  • Bachelor's Degree + 1 year of B2B sales exp OR Associates Degree and 3 years of account management or sales experience OR HS Diploma + 5 years of account mgmt or sales experience OR 1 year of successful experience in a ConstructConnect

  • Perpetually exhibits the ConstructConnect

Physical Demands and Work Environment:

  • Must be able to remain in a stationary position 50% of the working day

  • Needs to occasionally move about the office to communicate with staff and attend meetings

  • Constantly operates a computer

  • Frequently communicates verbally with peers and management

  • Must be able to analyze detail close-up

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Customer Success Manager

Construction Data Company