Customer Success Manager

CRM Representative

Develops relationships with smaller to mid-sized clients in order to increase revenue. To empower customers to achieve their goals through smart utilization of our software, which in turn ensures loyalty and a high rate of retention and expansion. In addition to developing relationships with clients and becoming a trusted advisor, the CRM is responsible for upselling and contract renewals for a strategic segment of our customers. Must have a strong understanding of customers business objectives and the ability to identify and articulate how our solution supports achievement of the customers' strategic business goals. Manages the customer experience across their segment of customers meeting agreed retention and usage targets. Pursues relationships with current accounts and seeks business expansion opportunities with current clients. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. Performance measured by customer satisfaction and retention. Hybrid in Groton, CT or Atlanta, GA

Duties & Responsibilities:

• Develop and maintain strong client relationship throughout the customer lifecycle
• Basic knowledge of platform system and tools
• Provide best practices to clients
• Strive for excellent customer service and delivery, ensuring any concerns/complaints are dealt with and responded to promptly Lessons learned are identified and shared with the relevant teams
• Engage with customer to promote software adoption and onboarding strategies
• Provides renewal sales quotations and responds to requests for proposals
• Manage book of business

Minimum Knowledge, Skills and Abilities Required:

· Experience:

• Requires 0 to 2 years of related experience
• Requires a bachelor's degree
• Must have excellent analytical and problem-solving skills
• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously

· Computer/Technical:

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Salesforce experience is a plus

· Other Skills:

• Excellent verbal and written communication, organization and follow up skills
• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
• Ability to work effectively within a fast-paced, deadline-driven environment
• Strong client focus with exceptional collaborative and influencing skills

Working Conditions:

• Normal office environment
• Extending viewing of computer screens
• Some overnight travel required

Essential Functions:

• Spends time at a computer workstation and desk.
• Moves throughout department or other locations to access or exchange information.
• May involve carrying loads up to 50 lbs. and being able to remain in a stationary position.
• May involve lowering oneself to file, and reaching, twisting or turning.
• Involves handling office materials, typing, writing and other tasks that require manual dexterity.
• Continuous listening.
• Ability to communicate information.
• This job may require accommodating different bodily movements and physical abilities