Customer Success Account Manager

$ 100k USD/year  $ 50 USD/hour   40h/week   Remote Position   Long-term

Are you the top 1% talent in the world? Do you want to work for a revolutionary remote workforce from all over the world, where you will be challenged daily? Do you take pride in overcoming challenging obstacles and resolving issues for clients? Can you be successful in advancing and driving growth in your accounts by building relationships? Are you capable of getting open and direct feedback from top executives through weekly performance reviews, and take action immediately? If you want to grow more in a year than most will in a decade, you should Apply now.

 
 
Why Crossover?
Be a part of the fastest growing private equity portfolio in the world. Join our rapidly expanding partner network. Support an expanding global network of clients. A key benefit of Crossover is that all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.
 
 
WHAT YOU'LL BE DOING
INTERESTED? APPLY NOW!

In this role, you will be our customer’s champion from start to finish - you will own the most critical aspect of our business: customer satisfaction. Your relationships with customers will begin at the close of a sale. You will then work with our internal teams to ensure that their processes are meeting the needs of the customer. Growing existing accounts and utilizing your skills in both cross-selling and upselling will be a constant activity. To thrive in this role, you will need to be a master in customer-facing communication, relationship management, and working quickly with internal teams to deliver results. Measures for this role are simple: Customer Satisfaction (NPS), Account Growth (Revenue) of your accounts, # of Referrals to sales, # of Testimonials.

 
KEY RESPONSIBILITIES

Manage and grow existing accounts, understanding how to prioritize portfolio of accounts

Customer relationship management, specifically retentaion with a proactive focus.

Removal of friction from sales cycles and partner with stakeholders to establish preferential relationships leading to scalable and sustainable revenue with customers

Contribution to and/or develop account solution strategy including working with broader account teams to develop long term customer solution roadmaps.

Assurance that products and account strategy are aligned with each other.

Identify, develop and maintain strong relationships with stakeholders operating at all necessary levels (management and functional), partner with them within the customer organization to understand and influence their project strategies

 
CANDIDATE REQUIREMENTS

3+ years experience in procuring accounts in the software SMB/Enterprise industry

5+ years in software sales experience with at least 3+ years in management experience

A proven track record in building customer relationships with both business and technical leaders

Selling and managing technical accounts

Project management in enterprise software projects

Technology Delivery Experience (e.g. Professional Services or Software Licensing)

Executive Facilitator (Working with VPs/Directors to understand needs)

Experience carrying a quota by growing existing accounts

Experience in customer-facing project management, technical pre-sales or other technical consulting role

Experience with proactive cross-selling and upselling is paramount

Excellent interpersonal and organizational skills with the ability to facilitate dialog and collaborate effectively with cross-functional teams.

Excellent presentation and written communication skills Passion for customer success

Ability to understand and articulate technical concepts, strategies and current development technologies

Desire to learn new value propositions, products, and customers

Self-motivated, Self Starter and able to work successfully in a 100% virtual environment

Desired Skills and Experience:

Bachelor’s degree required

Experience working in a matrix global environment

Experience managing SaaS or Cloud technical accounts

Experience as a project or engagement manager

Must have experience with Customer Lifetime Value and metrics associated with CLV.

Must be able to define metrics and demonstrate value through metrics of CLV.

Must have consultative skills, deep domain/sector knowledge, and understand the role service plays in the organization.

Must be able to be at the face of the consumer when needed not for customer support but for customer success and retention.

 
WHAT CROSSOVER MEMBERS SAY ABOUT THIS ROLE

 
 
 
 
Learn and Use Disruptive Technologies Crossover is your chance to learn cutting-edge new technologies in AI, Machine Learning, Big Data analysis, NLP, Cloud services etc and also know how and when to use them.

Experience the Scale and Intensity
Crossover gives you an unprecedented visibility to the top technology companies throughout the globe and gives you an opportunity to work on multi-million dollar revenue products processing millions of transactions using revolutionary and radically differentiated processes in a high intensity environment.

Continual Improvement
With our culture of setting SMART goals, you will receive candid feedback weekly instead of waiting for quarterly or annual reviews to help you take timely corrective actions for your overall learning and development.

Career Path:
A Customer Success Manager has the ability to move upward or laterally quite extensively. This position has fluidity in that the candidate can easily move into a more senior position as a Director or VP of customer success, and even go as far as the CXO level. This career responsibility comes with targeted KPI’s, a drive to learn, extensive renewal performance, and movement from an individual contributor to a team leader.
 
 
FAQs