Client Success Manager

Client Success Manager

The Client Success Manager will fill a key position at CallTower by being a customer advocate and responsible for the satisfaction and growth of our Gold (6k MRR-16K MRR) existing customer base. The individual will play an active role in building partnerships with the accounts assigned to the Client Success Manager. This individual will reach into our customer organizations and build strong relationships with key points of contact. This role will manage many high-revenue accounts in accordance with our Client Success Program.

The Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will lead the Client Success Program as outlined for the customer based on account status maintaining accurate and up-to-date records in Salesforce. This individual will take ownership of customers' requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers' expectations.

Duties:

• Act as a customer advocate, ensuring customer satisfaction and growth.
• Build and maintain strong relationships with key points of contact within customer organizations.
• Manage high-revenue accounts in line with the Client Success Program.
• Maintain accurate and up-to-date records in Salesforce and Client Success software.
• Take ownership of customer requests/issues, act with a sense of urgency, and drive for resolution to exceed customer expectations.
• Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status to both internal and external stakeholders.
• Set up and execute regular account status and review calls with assigned accounts.
• Understand and relay CallTower's solution offering to customer; be able to understand customer needs and communicate how CallTower's solutions can solve those needs.
• Assist with additional quotes for CallTower services; process the orders in accordance with internal policies/processes.
• Follow up with key customers who may feel dissatisfied, to ensure issue resolution and a satisfactory conclusion.
• Engage and participate in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding complimentary solutions.
• Other duties may be assigned.

Skills/Qualifications:

• Bachelor's Degree or 6+ years of related experience
• 5+ years of related experience, with a minimum of 3+ years of account management experience with high-revenue accounts, preferably in a technology-based industry.
• Be able to effectively work in a very autonomous role with minimal supervision.
• Customer focused personality, able to interact and influence at all levels of our organization, including executive levels.
• Expert level customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
• Expert skills in the creation of and execution of customer presentations.
• Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.
• Skilled with creation of reports and analyzing large data sets; Salesforce.com report/dashboard building experience preferred.
• Excellent verbal and written communication skills, including excellent listening skills.
• Occasional travel, up to 30%, occasionally on short notice.

Benefits:

• Annual market comp evaluation
• 85% employer paid medical plans (HDHP and PPO options)
• Dental/Vision
• PTO accrual starts day one
• 100% 401k match on first 4%
• Paid parental leave
• 100% employer paid life insurance, LTD, EAP, telehealth, gym pass