Customer Success Manager

What's the Opportunity:

We're growing FAST and seeking a Customer Success Manager to become a trusted advisor to customers and own the success of the partnership. You will help demonstrate the value for our customers and be their go-to contact, advocating and facilitating successful customer outcomes throughout the broader Asset Watch organization. To succeed in this role, you will need to focus on customer objectives, be a team player, have outstanding collaboration skills and the ability to think critically. You must be able to manage shifting business demands and be able to prioritize tasks appropriately. 

• Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction  
• Acquire a deep knowledge of company products and value proposition  
• Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk 
• Develop and present strategic success plans that clearly deliver on customer expectations  
• Be highly organized with strong CRM and territory management skills  
• Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria  
• Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience  
• Facilitate Asset Watch customer onboarding, training, and initial user setup 
• Meet retention and sales targets on a quarterly basis 

Qualifications: 

• 4+ years in account management or customer success   
• 2+ years' experience selling additional products and services to existing accounts   
• Experience with CRM platforms (Salesforce strongly preferred)    
• Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms   
• Strong active listening skills with a desire and knowledge to understand and solve for customer needs    
• Experience strategically consulting customers, creating success plans, and achieving their desired outcomes   
• History of exceeding retention and expansion quotas  
• Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement 
• Ability to multi-task, prioritize and manage time effectively 
• Exceptional organizational skills; be results-oriented with a bias for action 
• Must embrace a culture of accountability 
• Work autonomously with minimal supervision 
• Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner 
• Strong collaborator who can build trust and contribute to the success of the team 
• Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed 
• Professional appearance, excellent communication skills and professional conduct 

Note: This role involves up to 15 - 20% domestic travel, primarily for client meetings and industry events.

This role is located in the United States

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