Customer Success Manager

Location
Washington D.C.
Posted
Aug 25, 2017
Closes
Sep 29, 2017
Ref
JR-90269239-1
Function
Management
Hours
Full Time

The Customer Success Manager (CSM) is responsible for developing and managing successful and trusted post-sales relationships with Arc products customers. While not a sales role, the CSM will work closely with the sales team, account executives and product development to understand expansion opportunities, be highly knowledgeable about Arc product offerings since he/she may often be called upon to provide technical support and training. Additionally, he/she will create policies that optimize the customer experience from both external and internal stakeholders feedback.

Responsibilities:

  • Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities
  • Understand the customer's business goals and technical environment, including software currently used
  • Collaborate with the appropriate business functions and teams to assess and recommend technologies that support customer needs
  • Operate as the lead point of contact for all matters specific to customer accounts
  • Support growth of sales skills and ability to ensure success of growth through various methods including analyzing key performance indicators and metrics

Requirements:

  • Bachelor's Degree or equivalent work experience
  • 5-7 years of experience in B2B environments; preferably customer success, account management or consulting
  • Experience with Customer Relationship Management (CRM) software such as, Salesforce or other software environment
  • Clear understanding of customer success sales processes and customer lifecycles
  • This position may require up to 25% travel
  • Strong organizational, creative problem-solving, and collaborative skills
  • Proven ability to interact effectively at all levels within an organization, including executive and C-level
  • Ability to work well in a dynamic group environment and under deadline pressures
  • Strong analytical, oral and written communication, and presentation skills

INDVAR