The Customer Success Manager (CSM) is responsible for driving success and adoption leading to successful execution of Software License Contract renewals for existing customers. The CSM must demonstrate all the behaviors associated with a High Performance Sales Culture, specifically managing a pipeline of renewal opportunities and delivering results against a renewal quota. It is the CSM's responsibility to drive customer adoption and success within a defined geographic region and set of customers. Customer renewals are achieved by assisting to establish high adoption through driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, education of product capabilities and engaging fee-based resources as necessary. He/she should possess strong application functional expertise as well as strong sales expertise.
He/she will be responsible for all phases of the renewal sales process from creating the renewal contracts, establishing win/ win terms, ensuring regulatory compliance, and ensuring the renewal is complete. He/she will be required to provide timely forecasts and risk analysis to his/her direct manager. He/she will maintain frequent voice and email contact with the assigned customers and will serve as an escalation point for issues that impacts their success. He/she will be required to maintain strong working relationships with other COMPAS customer facing personnel in the Sales, Services, Marketing and Product Management teams. Frequent travel to regional activates including; customer locations, local user groups, user conferences, and city tour marketing events is required.
Collaborate with account team on renewal and license expansion opportunities
Complete understanding of the COMPAS products
Understand customer requirements, level of adoption of the COMPAS service and assess the risk in renewing the current contract
Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
Answer customer's questions and successfully negotiate issues related to renewal contracts and pricing
Deriving and disseminating CRM best practices that help drive customer adoption of COMPAS services
Disseminate application and vertical best practices
Serve as a CRM coach and trusted advisor to large and strategic COMPAS customers
Strong presentation skills and credibility with C-level executives
Excellent verbal and written communication skills.
B.S. or B.A. College Degree
We are interested in speaking to candidates that have been working in account management, sales or consulting for at least 5 years, and have developed a proficiency or subject matter expertise in Applicant Tracking Systems.
HCM - 12 months ago