Customer Success Manager (Remote)
Customer Success Manager
Reporting to:Manager, Customer Success
Location:Remote
Travel expectations:up to 50%
Your Impact:
Are you a self-starter who loves problem solving and helping customers find solutions? If so, being our Customer Success Manager is perfect for you! Successful Customer Success Managers are technology-savvy individuals that partner with our customers and demonstrate how our products improve their daily workflows. Given how critical your role is, you will also be ready to be called on by police services for help at any moment. You are the "boots on the ground, " and primary point of contact helping find solutions for our customers.
The ideal candidate will ensure customer success by:
Focusing on customer retention and managing customer relationships
Cultivating existing projects and qualifying new opportunities
Assist in training and customer support for implementations and trials
Your Day to Day:
Your goal is to provide excellent customer service and technical support daily to our largest customers making sure their expectations are exceeded
Develop and maintain client relationships to help drive revenue growth
Tracks customer activity in internal systems in order to execute on account strategy and identify additional opportunities
You collaborate daily with both external customers and internal employees for smooth resolution to issues
You have high availability and will assist customers if any issues occur outside of normal business hours
You document any processes or issues, and providing feedback or suggestions to the internal team for improvements
Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the agency
All other duties as assigned
What You'll Bring:
Degree level education or equivalent
5+ years Customer Success experience
Must be willing and able to travel as required
Strong and proven track record of successfully managing customer relationships and technical projects
Proficiency in Software as a Service value propositions
Familiar with Salesforce, Gainsight, and Jira
Understanding of SaaS, Cloud providers/solutions, Virtualization, Storage
Familiarity with networking methodologies, Wi-Fi, telecommunications, and Internet technologies
Basic knowledge of computer hardware, operating systems, and storage devices
Solutions Sales Experience an asset
Collaborative team player with excellent interpersonal, communication, and organizational skills; adept at strategic problem-solving, working with sales and support teams, and managing enterprise-level customers.
Self-motivated and detail-oriented, with proven ability to manage schedules and territories independently, delivering exceptional results in a dynamic, fast-paced market.
Experience working with Enterprise-level customers an asset
Experience with longer sales cycles to Government and following rigid procurement processes
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