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Customer Success Manager

Employer
DiscoverOrg
Location
Bethesda, MD
Closing date
Sep 17, 2019

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Industry
Other
Function
Management
Hours
Full Time
Career Level
Experienced (Non-Manager)
OverviewDiscoverOrg is looking for an experienced, passionate, results oriented Customer Success Manager to join our Customer Success team here in Bethesda, MD. This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world's most iconic companies. This energetic leader will be responsible for all aspects of account management, adoption, and customer success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers.Responsibilities Act as an extension of the customer, being a proactive advocate within DiscoverOrg and the customer to accomplish defined objectives Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value Proactively grow the breadth and depth of strategic relationships within assigned customers Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption Closely manage and nurture accounts to identify and eliminate risk of attrition Partner with internal DiscoverOrg stakeholders to align account activities with the customer's business case and strategy Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success Ensure customers are aware of and educated on new features and releases Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs Deliver periodic customer health-checks Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of DiscoverOrg products and services Qualifications 2+ years of customer success, account management, or sales experience in SaaS or similar industry Broad knowledge and experience in Sales and Marketing processes and systems DiscoverOrg Certification preferred General knowledge of cloud architecture as well as IT landscape a plus Excellent communication skills, including issue tracking, triaging and crisis management Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards Experience with Sales and Marketing technology such as Marketo, Salesforce, etc. Ability to efficiently manage multiple customer projects simultaneously Communicates with internal and external customers and all levels of management Effectively communicate technical information to non-technical audiences Delivers informative, well-organized presentations Understands how to communicate difficult/sensitive information tactfully Continually seeks opportunities to increase customer satisfaction and deepen client relationships Manages client expectations effectively Awesome sense of humor Benefits Competitive salary and bonuses Medical, Dental, Vision Coverage 401 (k) with employer match Competitive PTO Paid Sick Leave Short-Term & Long-Term Disability Life Insurance, AD&D Insurance Pet Insurance In-office soda machines Quarterly offsite company awards Annual company offsite event 10+ employee activity clubs

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