Customer Success Manager
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Job Description
Customer Success Manager responsible for customer subscription renewals and growth opportunities at Intel 471. Driving customer engagement and retention through effective communication and relationships.
Responsibilities:
- Manage assigned customer accounts across the globe on renewal of their Intel 471 subscriptions
- Drive retention and growth from customers through understanding and delivering customer needs, challenges, budget cycle, etc.
- Ensuring we develop strong communications to optimize conversion and retention rates
- Identify ways to creatively engage our customers regularly throughout the year to ensure a smooth renewal process (e.g., quarterly check in, follow up calls post new customer onboarding, etc.)
- Deliver regular revenue forecast updates on assigned accounts, and identify & escalate any areas of risk or concern
- Create proposals, prepare subscription agreements, and drive full agreement to closure
- Work closely with Intel 471 Collection Management and Customer Engagement teams to ensure customer success
- Understand, navigate, and leverage Salesforce to facilitate all aspects of renewals (e.g., Maintain and distribute detailed client notes on weekly basis)
- Understanding of pricing, packaging, and retention strategies, as well as identify conversion/up-sell/cross-sell opportunities.
Requirements:
- 3-5 years sales and/or customer service experience
- Client-facing, retention, and some negotiation experience
- Prior Sales or sales support background is preferred
- Experience with Salesforce.com is desired
- Proven track record and expertise in pricing, packaging, and renewal strategy
- Excellent time management and organization skills
- Attention to detail, self-motivation, positive mindset, excellent work ethic
- Strong MS office (Word, Excel, PowerPoint) skills
Benefits:
- Competitive compensation
- Remote-friendly culture
- Wellness programs
- Employee recognition program
- A variety of professional development opportunities
- Inclusive culture focused on people, customers and innovation
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