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

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager Southeast

Tanium

Posted 1 week ago

VIEW JOBS 4/9/2019 12:00:00 AM 2019-07-08T00:00 The Basics: The primary goal of the CSM team is to ensure our customers derive maximum value and utilization from our technology and services such that they renew, expand and become advocates for us in the marketplace. CSMs need to champion Tanium within the customer's organization and ensure we deliver on the promises and potential of our technology. CSMs complement the existing Sales and TAM teams on accounts by providing a proactive, programmatic and long term vision of the customer's journey with consumption, value and retention at the core of that journey. This is an exciting opportunity to join a function in its infancy, taking the best of Customer Success externally and re-imagining it in the way that only Tanium can. What you'll do: * Supporting TAMs and Sales teams on individual accounts, many of which are the largest and most complex organizations in the world * With the full support and collaboration of the TAM and Sales lead, the CSM is expected to own the following; * An Account Engagement plan from which the Account Team can collaborate. CSMs own portions of the plan and will be expected to ensure other groups effectively contribute * A collaborative and strategic customer roadmap and plan for the months and years ahead * An evolving set of clearly articulated and documented use cases centered around ROI, efficiency and business change * A clear ROI process which is executed and validated at key points in the journey * Driving maximum integration of Tanium into business processes and controls in order to achieve ROI and efficiency goals. In achieving this, CSMs are expected to understand and support technical integration of Tanium into our customer's toolchains and environments * The planning and execution of regular and appropriate strategically-focused Executive Business Reviews, alongside the TAM, Sales and Executive team * Tracking the health of assigned accounts and, where appropriate, implementing formal improvement plans * Assisting on other account level activities such as stakeholder mapping, maturity modelling, enhancement tracking, renewal and expansion tracking and reporting * Where appropriate, ensuring our customers are actively engaged with the wider Tanium business, be it Marketing, Product Management or our Executives * Assisting and owning practice development projects to mature both the CSM and wider TAM functions * Contribute to documentation efforts, both internally and publically facing * Maintain a broad understanding of all aspects of the Tanium solution * Where needed participating in activities more aligned to TAMs, in particular QA activities internally, or Platform demonstrations in pre-sales * Expected to travel 30% of the time on average We're looking for someone with: * Education * BA/BS or equivalent experience required * MA preferred * Experience * 5+ years in Customer Success or technical discipline required * Service Management, Professional Services or Consulting backgrounds preferred * Other * Obsession over value and return on investment * Technically astute. Able to understand majority of large enterprise IT concepts * Consultative mindset combined with project based execution approach * Interest in solving the toughest IT problems faced by organizations today * Thrives in a fast paced, currently loosely defined and constantly evolving environment * World class customer facing and interpersonal skills; professional, insightful, value-driven * Excellent organizational abilities * Team player * Willingness to always go above and beyond for the customer * 'Healthy paranoia' mindset * Ability to install and configure a variety of software solutions preferred * Comfort across operating systems commonly found at large organizations preferred * Familiarity with general networking and database concepts preferred * Intuitive listener with ability to translate and communicate customers priorities, business objectives, process and operational challenges into proposed solutions using Tanium About Tanium: Founded in 2007, Tanium invented a fundamentally new approach to security and systems management. Recognized as the "Usain Bolt of cybersecurity," it's no surprise the world's largest enterprises and government organizations rely on Tanium to secure, control, and manage the hundreds of thousands of endpoints that comprise their networks effectively; and at unprecedented speed, no matter the size. If you are looking to join a fast-growing, mission-driven company, are prepared to work hard, and want to make a lasting impact on the organization and the industry, we'd love to talk to you. Learn more at www.tanium.com. Tanium Cincinnati OH

Customer Success Manager

Construction Data Company