Customer Success Manager (Personal Services)
What You Will Do
The Customer Success Manager is responsible for managing the customer account after initial purchase of perpetual or SaaS products. Throughout the account management process, the Customer Success Manager uses a variety of technologies and sales methodology to onboard new customers, create opportunities for upsell/cross-sell, and maintain established retention rates for both maintenance and SaaS renewal.
Your Day to Day Essential Duties
- Serve as the main point of contact and trusted advisory to assigned customers.
- Develop and maintain relationships with assigned customers including understand the customer's needs, short/long term goals, and their business
- Collect analytics to personalize the customer experience
- Maintain account strategies to drive adoption and expansion of our product and services
- Ask for feedback to enhancing the customer experience
- Acquire and maintain a working knowledge of our products
- Receive and respond to calls and emails from customers in relation to requests, questions, and escalations. Ensuring they are handled in a timely manner and resolutions are acceptable and satisfactory to the customer.
- Develop and maintain a well-coordinated internal relationship with key decision makers within the organization
- Implement customer engagement strategy with assigned customers including outbound communication schedule, feedback, and renewal strategies with all assigned accounts.
- Field cancellation requests and proactively collect on past due accounts
- Meet and grow product upsell and cross-sell and maintain established renewal rate
- This job description in no way implies that the duties listed here are the only ones that team members can be required to perform
What You Bring to the Team
- Bachelor's Degree + 1 year of B2B sales exp OR Associates Degree and 2 years of account management or sales experience OR HS Diploma + 3 years of account management or sales experience OR 1 year of successful experience in a ConstructConnect role.
- Perpetually exhibits the ConstructConnect values.
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
