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Junior Customer Success Manager

USA - Remote

About The Position

Jr. CSM Position

Requirements

  • Minimum of 1 year of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
  • Possess strong phone, written and verbal communication skills with excellent presentation skills
  • Confident, high energy, self-motivated and a true team player
  • Demonstrated ability and desire to work and excel in fast-paced environment
  • Excellent multitasking and project management skills
  • Understanding of cloud applications (Office 365, G-Suite, Drop Box, Salesforce) is desired as well as desire learn new technologies
  • Knowledge of cloud security is desired
  • Ability to understand and articulate cyber security related concepts
  • Well-organized, with a high attention to detail and ability to prioritize
  • Proficiency with MS Office


Responsibilities

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
  • Work with customers to ensure they are leveraging our product(s) effectively and finding value in our services
  • Become an expert in our product(s) and educate customers on the use and benefits of our products
  • Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Maintain a revenue base by managing account retention and renewal for our lower tier customers
  • Drive upgrade revenue through increased product adoption and increased usage

Desired qualities

  • Experience with ChurnZero or Gainsight, and Salesforce or HubSpot a plus


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