[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Logically is a company focused on unifying IT operations and cybersecurity for organizations. They are seeking a Customer Success Manager who will drive growth and customer success by promoting retention and loyalty, managing customer activities, and ensuring high engagement with services and products.

Responsibilities

• Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn
• Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction
• Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8
• Monitor customer agreements and help manage change requests and approvals as needed
• Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures
• Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities
• Ensure customer contact information is updated and kept current in Salesforce and ConnectWise
• Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback
• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities
• Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention
• Assist with special projects as requested by leadership
• 10-20% travel required

Skills

• Associate's degree in management, Information Technology, Computer Science or commensurate experience required
• 1 year of experience in customer success, sales, or consulting capacity
• Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided
• Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous
• Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations
• Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams
• Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple sales opportunities in a fast-paced environment
• Team player mentality and willingness to share knowledge with others

Benefits

• Competitive compensation and benefits
• Opportunities for professional development and advancement

Company Overview