Customer Success Manager

Vector Solutions
Arlington, VA
May 14, 2021
May 16, 2021
Full Time
Description: At Vector Solutions, it is our distinct privilege to serve the everyday heroes who serve others - the engineers who keep our buildings safe, the manufacturers who make the products we use every day, the first responders who protect us, and the educators who take care of our children. Through our award-winning online education, safety compliance, and performance optimization solutions, our mission is to change the world by saving lives, inspiring professionals, and elevating performance.We believe in fostering a positive workplace culture that attracts talent, drives engagement, increases performance, and invests in employees' happiness and satisfaction.So, if you're innovative, passionate about what you do, and driven by the need to push boundaries in order to serve the everyday heroes that serve all of us, then search for your forever career with us at Vector Solutions.Vector Solutions is an Equal Opportunity Employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status. diversity of every kind.Why you will love working at Vector Solutions:Friendly, open, and casual work environment (ditch the suit & tie)Comprehensive, quality benefits package effective first of the month following your date of hireMatching 401(k) retirement planHealthy work-life balance with flexible work arrangements and generous time offEducational assistance available for all employeesGenerous referral incentive programCompany social eventsPhilanthropic opportunitiesVector Solutions is seeking Customer Success Managers who are responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. Customer Success Managers oversee a sizable territory focusing on implementation, customer engagement and proactive communication, while also participating in shared team responsibilities. Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Managers have a thorough understanding of our product offerings, our clientele, and our internal processes.ESSENTIAL FUNCTIONS AND RESPONSIBILITIESTerritory Manager for a designated geographic region, primarily compromised of Tier 2 & 3 accounts.Primary contact for administrators in the territory.Responsible for full client life cycle including implementation, adoption, client health, retention, and utilization for accounts within territory.Must document all client correspondence.Responsible for identifying and escalating major product issues, client concerns, and retention risks.Host implementation webinars on a rotating schedule.Participation with User Acceptance Testing as requested by senior leadership.Providing recommendations for maintaining a helpful knowledge database. Participating with knowledge creation when needed.Contributing to team projects as directed by leadership.Hosts implementation webinars on a rotating schedule.Provides frontline coverage for support cases on a rotating schedule.Thorough understanding of product offerings with the ability to independently provide product demonstrations to clients.Identify, document, and resolve issues that occur including assisting junior team members with problem solving.Assisting senior team members.SUPERVISORY RESPONSIBILITIESThis position does not have any supervisory responsibilities.. Requirements: REQUIRED SKILLS AND ABILITIESAbility to perform in a self-managed environmentExcellent interpersonal skills needed to develop strong business relationships with clients.Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.Confidence presenting new ideas to clients and high-level executives.Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.Excellent communication skills verbally and written in addition to presentation skills.Strong work ethic and ability to work independently with minimal supervision.Excellent organization skills.Ability to adapt to new conditions, assignments, and deadlines.Excellent time management, goal setting and prioritization capability.Thrives working in a fast-paced, team environment.EDUCATION AND EXPERIENCERequired3-5 years' experience in a customer-facing, service-oriented position focusing on relationship management.PHYSICAL REQUIREMENTSProlonged periods of sitting at a desk and working on a computer.May occasionally lift up to 15 poundsPM21

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