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Customer Success Manager – Smb
| Company | Global Relay |
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| Location | Chicago, IL, USA |
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| Salary | $55000 – $75000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Degree or Diploma and/or 2+ years of account management or customer service experience, ideally in the information technology sector with an understanding of cloud solutions
- Demonstrates ability to assess customer needs and deliver appropriate solutions
- Professional business manner with the ability to comfortably interact with executive stakeholders
- Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
- Excellent verbal and written communications skills
- Experience negotiating contracts and renewals
- Previous direct experience with Salesforce or other CRM system is highly desirable
- Resourceful with strong problem-solving skills
- Enthusiastic, strong work ethic and positive attitude
- Excellent listening, negotiation and presentation skills
Responsibilities
- Acts as a trusted advisor: CSMs build strong relationships with customers, understand their needs and goals, and provide strategic guidance to help them achieve success
- Drives value and growth: CSMs proactively identify opportunities for customers to get more out of the product or service, ultimately leading to increased revenue and retention
- Analyzes data and reports on metrics: CSMs track key performance indicators like net promoter score, customer lifetime value, customer usage, and retention
- Provides ongoing support: Answer customer questions, troubleshoot issues, and resolve problems in a timely and efficient manner.
- Drives customer value: Provides solutions for customers, relevant information/benchmarking/analyses
- CSMs are involved in creating training materials and developing customer success playbooks every quarter
- Updates and maintains Salesforce CRM.
- Understands and explains features and benefits of Global Relay services.
- Identify and drive sales and upsell opportunities for existing customers.
- Act as the main point of contact to establish strong customer relationships.
- Contribute to customer success initiatives; participate in the development and implementation of customer success strategies and best practices.
- Effectively works with cross-functional departments to resolve customer issues.
- Act as the main point of contact for customers to establish strong customer relationships.
Preferred Qualifications
- Previous direct experience with Salesforce or other CRM system is highly desirable
