Customer Success Account Manager$ 100k/Year ($ 50/Hour for 40 hours of productive work per week) Remote Position Long-term
Can you be successful in advancing and driving growth in your accounts by building relationships and proposals, transforming issues in opportunities? Are you capable to position the Vendor’s SW portfolio to maximize revenue and customer satisfaction? Do you take pride in overcoming challenging obstacles and resolving issues for clients?
As Customer Success Account Manager you develop your accounts business value and satisfaction by coordinating different teams, setting periodic meetings providing reports over different phases, issues and activities of the Customer Lifecycle. You engage, get open and direct feedback from top executives to consolidate the business relationship while driving upselling opportunities in one word stepping up for Customer ownership.
-David S, Aurea Software
As Customer Success Account Manager (CSAM) you are the advocate for Crossover Affiliated companies’ most important customers from start to finish, starting your relationship once the sales are closed.
You ensure the Vendor delivers software solutions, support and professional services that meet business needs, maximizing customer satisfaction.
You will develop business and grow existing accounts, by understanding and effectively representing the Vendor’s Unlimited collection of products to solve or address customer’s business needs proactively. It is a constant cross-selling and upselling activity mastering customer-facing communication, relationship management, and working quickly with internal teams to deliver results.
In this position you will oversee and understand the customer's technical environment, it’s an enhancement, and implementation development to meet the business goals. To do this, you will coordinate with different parties and departments such as support, professional services, product management, and other centralized departments.
You will schedule meetings to prevent delays and ensure progress, provide periodic comprehensive reports to customers and managers regarding issues raised using the Vendor’s product and service, explaining processes and managing customer expectations relative to the delivery of SLA, professional services SOWs, maintenance solutions and workarounds by Support.
A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.
Grow revenue on existing accounts by understanding and effectively representing Vendor’s Unlimited collection of SW products to solve or address business needs.
Lead Customer relationship with a proactive focus on retention removing friction from sales cycles, establishing preferential relationships with stakeholders leading to scalable and sustainable revenue
Ensure a solid understanding of the customer's technical environment and business goals to contribute and develop longer-term account solution strategy roadmaps
Identify, develop and maintain strong relationships with stakeholders operating at all necessary levels (management and functional) within the customer organization to understand and influence their project strategies
Serve as Internal advocate and liaison for the customer directly to other central organizations such as Vendor’s Platinum Delivery, Support, Professional Services, Engineering, Product Management to ensure customers’ issues and priority actions are addressed promptly.
Set periodic meetings to explain processes, manage expectations, escalate and continually review customer issues and impediments that span multiple internal stakeholders to proactively ensure progress of SLA’s, professional services SOWs, maintenance solutions, and Support workarounds.
Take personal accountability for issue resolution and get actively involved where and when needed
Proactively prevent escalations by anticipating the effect of support or engineering delays or decisions and contacting the customer with updates and recovery plans
Balance priorities of multiple customers considering the business impact on the customer, Vendor’s reputation & liability risk, ARR, and ability to influence a beneficial outcome.
Provide periodic, comprehensive reports to customers and managers regarding issues raised using the Vendor’s product and service; professional services engagements; product maintenance & enhancement updates.
Serve as a conduit for New Customer Acquisition into Customer Support model
In your role as Customer Success Account Manager, you will develop leadership skills to be the frontman for the SW Vendor within the account’s organization, enriching your specific industry knowledge and related administration of business issues. You will improve your overall management experience by overseeing and driving coordination of all Client Services and Project Management leaders to ensure the customer’s strategic business plans turn into success in adopting the vendor’s solutions. In this position, you will trigger new multi-million dollar revenue growth opportunities while learning and being exposed to a broader specialization in IT innovation proposals interacting with a multitude of stakeholders in a fast growing and high-intensity environment of top technology companies throughout the globe.
Relevant Files and LinksThese are external resources relevant to this role
Customer Success Strategies
Boost retention. Reduce Churn.
Strategic Account Management
The Definition of Customer Success - Customer Success Association
6 Signs You're Doing A Good Job As Customer Success Manage
Customer Success Magazine
A list of rules for sales success
Sales Management Blog
Successful Challenger™ Sales Approach is All About Timing
Who are the primary stakeholders I will engage with?
As CSAM your primary focus is within the Customer organization, both at the executive and technical/project level. You will be the pivot between the account and the Vendor, setting and facilitating meetings between parties to solve issues, guarantee SLAs and project SOW and drive revenue growth by new solutions adoption. You will engage with your manager, the VP of sales who defines your targets and the assigned accounts. You will also work with presales and subject matter product and SW application experts to build value propositions with our solutions to your customer stakeholders.
What is the working culture and which methodology and tools are used?
It is a fast-paced weekly deliverables schedule and in an innovative working model. Processes are standardized and repeatable across all companies, which is rigorously measured with accurate data available from Worksmart Pro, our team productivity tool.
Who is the ideal candidate for the position?
This is a sales role, so the candidate is an SW revenue achiever, but he/she must also have both project and technical project as well as sales management experience. This is because you will be involved in overseeing the progress of different solution adoption, implementation, and professional services and support. There can be 2 levels of seniority, i.e., Manager or Associate depending if you have at least 2 or 5 years of experience. You are typically successful in managing and engaging with many accounts, at both the C-Suite and technical level, closing multi-million dollar volume of business
What are the SW products and solutions you will sell?
The products you will sell range from vertical specific software to technology tools in different industries ( telco, retail). Since most of the customers we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe
What is the compensation, model?
The compensation is 100K USD per year or 50 USD/Hour for a 40 hour week for candidates with 5+ years of experience. Depending on your experience some hiring parties may also propose a more Junior level (Customer Success Account Associate at 60K USD / year or 30 USD/Hour) if you have at least 2 years of experience.
How is successfully managed, what are the KPIs for the role?
Performance Measures are Customer Retention Rate, New product deployments, Overall customer satisfaction NPS, QoQ reduction of customer escalations. Other measures can be Account Growth (Revenue), # of Referrals to sales, # of Testimonials.