Customer Success Manager

SmartLinx Solutions This is a remote role Up to $5.00 per year
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Overall Job Summary:

 As a Customer Success Manager, you will cultivate relationships with the SmartLinx™ client base, ensuring that they achieve maximum value from the WorkLinx™ product suite and encouraging them to expand their usage of the software. You will be responsible for working directly with client executives and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that aligns with adoption, expansion of software usage, and renewal.

 Key Responsibilities: 

 • Establish trusted advisor relationships with client coaches and executive sponsors, ensuring that SmartLinx™ activities are closely aligned with the customer’s business strategy

• Demonstrate the business value of the WorkLinx™ platform, acting as a product evangelist and exhibiting domain knowledge of the customer’s vertical

• Participate during the rollout of the WorkLinx™ platform in collaboration with Professional Services, ensuring that client adoption is successful

• Lead periodic quarterly business reviews (QBRs) with named accounts and charting their progress against a shared customer journey

• Collaborate with sales on account alignment and planning 

• Upsell by targeting open whitespace

• Achieve logo retention of 95% 

• Deliver multi-year renewals with an uptick 

• Orchestrate a virtual team across multiple functions to ensure a consistent, high-quality customer experience that results in expansion and low friction renewals

• Produce a target number of reference accounts per fiscal year via account oversight and relationship management

• Identify, cultivate, and prepare leads and work in collaboration with the sales team to close expansion opportunities them

• Meet and exceed booking and revenue goals by maintaining an accurate forecast and managing deal desk activities related to organic growth booking channels (clock add-ons, services up-sell)

• Author best practices content (such as blog posts, cookbooks, and thought leadership articles) which can be shared via social or integrated into automated marketing engine

 

 Qualifications:

 • Bachelor’s Degree in Business, Computer Science, Workforce Education, Information Systems or related major, or comparable education and work experience

• Experience in either a B2B client support or services role or as a quota carrying sales professional in software or technology


Knowledge, Skills and Abilities:

• Experience working with a CRM platform; comfort using the CRM as a personal productivity management tool (i.e. activity logging)

• Experience with other similar software systems and/or workforce management software applications • Comfort level with data science and statistical thinking

• Technical writing and documentation experience

• Ability to cultivate positive working relationships with clients and coworkers

• Excellent communication skills, including writing, proof-reading skills and speaking 

• Ability to effectively communication technical information in non-technical terms

• Ability to manage multiple projects and work assignments concurrently

• Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners

• Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities

• Ability to accomplish job requirements with limited supervision

• Up to 25% travel is anticipated

 

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