Customer Success/Sales Manager
- Job Category - IT
- No of Openings : 01
- Experience: 5 to 10 Years
- Job Location - Jacksonville FL, Dallas TX, Atlanta GA
Job Description
As a Sales Customer Success Manager, you will play a pivotal role in driving customer satisfaction and retention by managing relationships with key accounts, ensuring customers achieve their desired outcomes through our products/services. You will work closely with the sales, product, and support teams to deliver exceptional customer experiences, foster long-term relationships, and identify opportunities for account growth and upsell.
This role requires travel up to 75% of the time. This travel will include visits to client sites, participation in industry events and conferences, and in-person meetings to ensure strong customer relationships and effective account management.
Key Responsibilities:
- Develop and maintain strong relationships with customers, ensuring their success and satisfaction with our products and services.
- Identify opportunities for account growth and up-selling, working closely with the sales team to increase customer engagement and product adoption.
- Collect and analyze customer feedback to drive continuous improvement in our products and services.
- Lead customer onboarding processes and provide ongoing training and support to maximize customer satisfaction and product utilization.
- Proactively identify and resolve customer issues and concerns, ensuring a high level of customer satisfaction.
- Track and report on key customer success metrics, using data to inform strategies and decision-making
- Work closely with cross-functional teams, including sales, marketing, product development, and support, to ensure a cohesive customer experience
- Working closely with Sales and Product Team, you’ll provide input into strategic customer plans to help identify areas where existing customers could improve their use of our offerings
- Ensure timely and successful delivery of our solutions according to customer needs and objectives
- Consistently meet and exceed daily and weekly call goals for providing touchpoints for existing customers.
- Coordinate with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
- Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
- Conduct quarterly business reviews with enterprise clients to ensure engagement and value delivery.
- Serve as the primary point of contact for customer inquiries, support requests, and escalations.
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Assist in developing proposals, presentations, and contract negotiations for new and existing customers.
- Work with marketing team to develop customer success stories, case studies, and other collateral.
- Develop and execute the customer success strategy for your assigned accounts to drive revenue retention
- Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
- Partner with the internal account team (e.g. sales, product, support, and marketing) to design and execute optimal account plans for each customer
- Build, maintain and leverage strong relationships with clients and Business Decision Makers within each customer to influence adoption
Qualifications
- Proven experience in a customer success, account management, or similar role.
- Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.
- Exceptional interpersonal and relationship-building skills.
- Experience in managing customer expectations and expanding customer accounts.
- Experience working with cross-functional teams and projects especially sales, product teams etc
- Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
- Open to travel as per business requirement. [Conferences, Seminars, Client visit, etc.]
- Strong interpersonal skills with the ability to build rapport and communicate effectively with diverse stakeholders.
- Successful track record working with large, multinational enterprise accounts
- Ability to manage multiple accounts concurrently while prioritizing effectively.
Why Pragma Edge
At Pragma we are committed to delivering innovative solutions that drive business success. As a Sales Customer Success Manager, ensure customer satisfaction, identify growth opportunities, analyze feedback, drive successful delivery, and collaborate for strategic planning and revenue retention.