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Commercial Customer Success Manager

Company: Accelo
Location: Denver
Posted on: October 13, 2019

Job Description:

Do you get a kick out of helping clients and identifying opportunities for them to expand? As a Customer Success Manager, you will be responsible for renewing, upselling, and expanding business for a portfolio of accounts. This position is directly responsible for customer longevity and happiness, which means you need to be a natural people person who isn't afraid to get creative to solve customer challenges.
As an Accelo Customer Success Manager, it's important to understand how to convey the value of the platform to customers with varying levels of comfort and experience with technology. The ideal candidate has a knack for surfacing new solutions and is driven to generate new revenue.
What You'll Do:

  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors in addition to product end-users.
  • Understand the customer journey and which Services apply to where a customer is at in their journey with Accelo.
  • Immerse yourself in the Accelo product to understand common best practices and consulting solutions for your assigned customers.
  • Coordinate the involvement of company personnel, including support, engineering, and management resources, in order to meet account performance objectives and customers' expectations.
  • Be the primary contact and point of escalation for your client champion(s) from Day 1 of Implementation through the life of the account.
  • Work alongside the implementation and growth services teams to drive session engagement, Q&A and product rollout.
  • Identify opportunities and sell revenue generating services to your existing customer base, drive the selling, billing, scheduling and delivery of these services.
  • Proactively connect your clients to UserVoice to help fuel our product operations decision making.
  • Work alongside client enablement and product ops to gather detailed NPS feedback.
  • Conduct QBR's, and on going business reviews to help clients see the continuing value of Accelos product and services.
  • Produce extremely consistent client outreach workflows and follow ups to drive client engagement, renewals and growth.
  • Work with the marketing team to identify Case Study opportunities.
  • Use all the tools at your disposal to mitigate client churn.
    About You:
    • 2-3 years of experience in a client-facing role in a technology company.
    • Experience in a revenue generating role
    • Excellent phone presence, patience, and friendly demeanor.
    • Excellent written and verbal communication skills.
    • Strong desire to help and bring smiles to customers' faces.
    • A knack for working well with a wide range of people, both internally and externally.
    • Ability to convey complex concepts to people with varying levels of comfort and experience with technology.
    • The ability to manage complicated accounts by successfully interfacing with everybody from the technical contacts to the C-level executives.
    • A true passion for helping others learn and adopt a robust professional services automation platform.
      • Loads of initiative and ability to work autonomously.
      • Team player with a positive attitude, high intuition, and sense of humor.
      • Able to work under pressure in a fast-paced startup environment.
      • Be highly analytical and have a track record for improving the processes and organizations around you.
      • Strong technical aptitude.
      • Ability to sell both an application and deployment of a platform.
      • Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.

Keywords: Accelo, Denver , Commercial Customer Success Manager, Executive , Denver, Colorado

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