Customer Success Account Manager


Do you take pride in overcoming challenging obstacles and resolving issues for clients? Learn more about our Customer Success Account Manager role.

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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.

“This role has sales and business development targets, while taking ownership of driving adoption of vendor’s portfolio for customer’s success”
-David S, Aurea Software
, we have  full time partners from your country,   Let’s make it !

We're not accepting new candidates for this position at this time, but please check again later!
Meanwhile, you can review the following open roles:
Customer Support Manager - VP of Customer Support - SVP of Customer Support
3500+
Partners
70+
Customers
116+
Countries
420+
Teams
Why Crossover?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
 
WHAT YOU'LL BE DOING

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.

 
 
KEY RESPONSIBILITIES

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

 
CANDIDATE REQUIREMENTS

Experience (There are 2 levels of payment rate for this role depending on experience, 100K USD/year and 60K USD/year)

2 to 5+ years in procuring accounts in the Enterprise Software industry

2 to 5+ years in technology sales, conducting up-selling and cross selling with at least 18 months- 3+ years in management experience.

Proven track record in managing and selling to 11+ accounts simultaneously and building customer relationships with both business and technical leaders

5 years supporting Enterprise level or other widely deployed software, demonstrating clear progression of skills and responsibilities relevant to the support environment.

Experience in customer-facing project/engagement management, technical pre-sales or other enterprise software IT/technical delivery or consulting role ( Professional Services or Software Licensing)

Skills and Capabilities

Executive facilitator, with excellent presentation and written communication skills working with VPs/Directors to understand needs

Passion for customer success, driven by customer satisfaction and achieving revenue growth quota on existing accounts

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

Integration of various technical and functional elements of specific Vendor products and their potential synergy with other products in the portfolio.

knowledge/experience with DataBase, Application Server and Web Server.

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

Triage and solve complex customer problems

Articulate business impact of a customer concern internally; and the rationale for Vendor’s decisions for solutions externally. Excellent analytic reasoning and communications skills on technical matter via published knowledge articles or other documentation.

Effective engagement of Vendor’s partners to find collaborative solutions and manage customer product expectations.

Ability to effectively use “referencial power” and collaboration skills to obtain necessary actions from issue owners to solve customer issues.

Self-motivated, Self Starter and able to work successfully in a 100% virtual environment Fluent in spoken and written English (business and IT vernacular)

Other desired Skills and Experience:

BA/BS degree highly desirable

Managing SaaS or Cloud technical accounts with desire to learn new value propositions, products, and customers

Experience defining and using Customer Lifetime Value metrics

Comfort working in a matrix global environment, being at the heart of the customer organization when needed not just for support but for customer success and retention.

Consultative skills, deep domain/sector knowledge, and understanding the role that different services plays in the organization.

 
 
WHAT YOU WILL LEARN
 

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.

 
 
CAREER PATH
 
Senior Strategic Account Executive
3426
Manager of 5-15 VPs. A mix of 15-50 Headcount direct/ indirect

A good fit for...

20 + years in Sales. 10 in senior sales team management career progression, up to 50 reps structured in fewer direct sales leaders reports. Significant BU, line management and operational experience

Strategic planner.

Defines and leads company GTM strategy.

Experimentation and collaboration with reporting line and C-levels to adjust/refine.

High level management of company acquisition strategy and scale up sales process.

Resources and budgeting definition.

200
Senior Sales Executive
3659
Manager of 5-15 Sales Reps

A good fit for...

15+ years in Sales. 5 in sales team management, career progression, up to 10 reps.

3+ years test automation experience

Implementation and execution of the GTM strategy, sales cycles.

Adoption and team coaching of innovative sales methodologies. Helps close deals, build sales plans.

Adapt to a multi portfolio offering, help team learn new products value prop.

100
Customer Success Account Manager
3407
Manage team of 5-15 Accounts, Annual Target

A good fit for...

3-10 years in Sales, started as Inside Sales, SDR, Customer facing field experience

Knowledge of sales methodologies, pipeline and forecast management. Achieves quota, operational excellence based on weekly clear/aggressive goals settings.

Passionate, puts customer first and shows them product value

50
 
 
 
Relevant files and links
External resources
article
Customer Success Strategies
Boost retention. Reduce Churn.‎
https://www.google.com/aclk?sa=l&ai=DChcSEwjpiPyqueXfAhUMxrIKHdWQDmoYABAAGgJscg&sig=AOD64_26xV7gIe1u1BMXlEJZ6Pbez6l1PQ&q=&ved=2ahUKEwjh8_WqueXfAhXI-6QKHQrWB24Q0Qx6BAgNEAE&adurl=https://www.totango.com/library/customer-success-resources%3F_bk%3Dcustomersuccess%26_bt%3D284137141098%26_bm%3Dp%26_bn%3Dg%26utm_source%3DPaid%2520Search
Totango
article
Strategic Account Management
https://trainingindustry.com/wiki/sales/strategic-account-management/
TrainingIndustry
article
The Definition of Customer Success - Customer Success Association
https://www.customersuccessassociation.com/library/the-definition-of-customer-success/
CustomerSuccessAssociation
blog
6 Signs You're Doing A Good Job As Customer Success Manage
https://blog.userlane.com/6-signs-youre-doing-a-good-job-as-customer-success-manager/
UserLane
url
Customer Success Magazine
https://www.customersuccessassociation.com/customer-success-central/
CustomerSuccessMagazine
blog
Trends in Customer Success Account Management
https://www.totango.com/whitepapers/2018-customer-success-salary-survey-state-of-the-profession-report?_bk=customer%20success&_bt=278341802575&_bm=p&_bn=g&utm_source=Paid%20Search&gclid=Cj0KCQjwyYHaBRDvARIsAHkAXcs0PDj5wBF5x-hobfAWAV3QMfL4bovk_gOlo7PqDuE0XMw6KEpU_xUaAgQ7EALw_wcB
Totango
blog
Sales Management blog
https://starresults.com/blog/
StarResults
article
Successful Challenger™ Sales Approach is All About Timing
https://www.gartner.com/smarterwithgartner/successful-challenger-sales-approach-is-all-about-timing/
Gartner
url
Six Skills Every Sr. Strategic Acct. Executive Should Have
https://www.youtube.com/watch?v=7VbovJv1itg
YouTube
 

Questions
and Answers

  • 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.

 
 
 
FAQs