Customer Success Agent

Job description

Title:
Customer Success Agent

Report to:
Sales Manager

Overview
Create long-term, trusting relationships with our customers. The Customer Success Agent role is to oversee a portfolio of assigned customers to ensure customer satisfaction, develop new business from existing clients and actively seek new sales opportunities.

Responsibilities

• Serve as the lead point of contact for all customer account management matters
• Takes over as the main point of contact after contract is signed, through life of contract
• Build and maintain strong, long-lasting client relationships through Quarterly meetings with every customer to ensure customer satisfaction and look for upsell opportunities
• Manage project deployments through post deployment customer meetings to evaluate customers satisfaction with various team members engaged throughout the project
• Generate feedback reports for department managers on team members who need improvement found in post deployment and quarterly customer meetings
• Negotiate contract renewals and close agreements to maximize profits
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Bridges gap between customer and Project Manager / TAC for information collection, site surveys and deployment
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
• Monitors service and billing tickets and follows up to ensure customer satisfaction
• Monitor and analyze customer's usage of our product
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Assist with challenging client requests or issue escalations as needed

Requirements

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role focused on customer success and satisfaction assurance
• 1-2 years of experience
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g. ConnectWise Manage, Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Natural relationship builder with integrity, reliability and maturity
• Ability to prioritize among competing tasks
• Critical thinking and problem solving skills
• Understanding of website development, marketing, measurement and analytics, content management, digital marketing and internet technology
• Excellent time and project management skills.
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• BA/BS degree in Business Administration, Sales or relevant field

Job Type: Full-time

Pay: $35,000.00 - $50,000.00 per year

Experience level:

• Under 1 year

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Mobile, AL 36609: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $35,000 - $50,000