Job Description

We are seeking an experienced, highly motivated Customer Success professional to join our growing MSP Sales team. You love helping companies get the most out of their technology investments and are skilled at identifying new business opportunities and expansion opportunities within named accounts. As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.

RESPONSIBILITIES

• Build strong customer relationships by maintaining high levels of engagement, adoption, and communication. This will include interacting with customers at the Senior Management level with support on forming a relationship with C-level contacts.
• Resolve customer issues, alone and through collaboration with other team members; approach all situations with curiosity and creativity.
• Work with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews to ensure our clients are up to speed on their areas of vulnerability, new product offerings, etc.
• Work with clients to provide estimates, written proposal, and negotiate contract renewals, cross-sells and upsells
• Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas
• Proactively manage the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle
• Assist tech support in maintaining customer knowledge base and portals
• Consistently demonstrate knowledge of Customer Success best practices and stay up to date on trends in the industry
• Actively participate in the evolution of our Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Contribute toward the development of a strong team environment by upholding high work standards

REQUIREMENTS

• 3+ years’ experience in Account Management or SaaS Customer Success roles; experience with implementing customers is a big plus
• Knowledge of the MSP Channel
• Preferred background selling to/with the MSP/MSSP Market
• Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support
• Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
• Experience working with and selling to Enterprise organizations, C-Level Executives, IT and Cyber Security Executives.
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Aptitude for learning software; strong with business applications
• Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Undergraduate degree (BA/BS)