Customer Success Manager
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Job Description
Customer Success Manager managing enterprise customer accounts for a global SaaS platform. Building partnerships, driving growth, and ensuring high customer retention in the Philippines.
Responsibilities:
- Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology
- Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base
- Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle
- Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business
- Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved
- Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions
- Takes on additional responsibilities and projects as needed to support the success of the team and organization.
Requirements:
- 4-year college degree, or experience commensurate with a degree
- Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal
- 3-5+ years experience selling Cloud Communications (UCaaS, CCaaS, SIP, Teams), SD-WAN, Security, Network and Internet Service, Managed Services and Software
- Effectiveness and comfort with interaction of a customer’s leadership team including customer presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations
- Strong Excel, MS Office, and general computer software skills
- Positive, likeable, calm, and persuasive personality with negotiation skills
- Self-motivated drive with zero outgoing call reluctance
- Ability to meet deadlines and maintain composure under pressure
- Charismatic personality that can quickly gain the trust of CommandLink’s customers and partners
- Proven ability to learn new skills, software tools, and tasks quickly
- Proven ability to perform while exceeding sales and customer retention goals.
Benefits:
- Room to grow at a high-growth company
- An environment that celebrates ideas and innovation
- Your work will have a tangible impact
- Flexible time off
- Fun events at cool locations
- Employee referral bonuses to encourage the addition of great new people to the team
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