Customer Success Manager

Role Overview

The Customer Success Manager will focus on business development and customer retention through consistent customer contact, QBRs, and management of a base of CommandLink customers. The primary goal is to maximize CommandLink customer experience, growing the base of business through upgrades, product cross-selling, and maintaining our industry-low customer churn rate.

What You Will Do

Key Responsibilities: Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology. Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base.

Why It Might Be a Fit

What you’ll need for success: 4-year college degree, or experience commensurate with a degree. Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal.

Requirements

• 4-year college degree, or experience commensurate with a degree
• Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal
• 3-5+ year’s experience selling Cloud Communications (UCaaS, CCaaS, SIP, Teams), SD-WAN, Security, Network and Internet Service, Managed Services and Software
• Effectiveness and comfort with interaction of a customer’s leadership team including customer presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations
• Strong Excel, MS Office, and general computer software skills
• Positive, likeable, calm, and persuasive personality with negotiation skills
• Self-motivated drive with zero outgoing call reluctance
• Ability to meet deadlines and maintain composure under pressure
• Charismatic personality that can quickly gain the trust of CommandLink’s customers and partners
• Proven ability to learn new skills, software tools, and tasks quickly
• Proven ability to perform while exceeding sales and customer retention goals

Benefits

• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

Tagged as: Excel