Customer Success Manager

Develops relationships with smaller to mid‑sized clients in order to increase revenue. To empower customers to achieve their goals through smart utilization of our software, which in turn ensures loyalty and a high rate of retention and expansion. In addition to developing relationships with clients and becoming a trusted advisor, the CRM is responsible for upselling and contract renewals for a strategic segment of our customers.

Must have a strong understanding of customers business objectives and the ability to identify and articulate how our solution supports achievement of the customers’ strategic business goals. Manages the customer experience across their segment of customers meeting agreed retention and usage targets. Pursues relationships with current accounts and seeks business expansion opportunities with current clients. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs.

Performance measured by customer satisfaction and retention. Hybrid in Groton, CT or Atlanta, GA.

• Develop and maintain strong client relationship throughout the customer lifecycle
• Basic knowledge of platform system and tools
• Provide best practices to clients
• Strive for excellent customer service and delivery, ensuring concerns or complaints are dealt with promptly
• Identify and share lessons learned with relevant teams
• Engage with customers to promote software adoption and onboarding strategies
• Provide renewal sales quotations and respond to requests for proposals
• Manage book of business

• Experience:
  
  0 to 2 years related experience and a bachelor’s degree
• Excellent analytical and problem‑solving skills
• Ability to work independently and handle multiple priorities and deadlines
• Proficient in Office 365 (Word, Excel, PowerPoint, Outlook)
• Basic understanding of office software;
  Salesforce experience is a plus
• Excellent verbal and written communication, organization and follow‑up skills
• Excellent relationship‑building skills and ability to work collaboratively in a team
• Strong client focus with exceptional collaborative and influencing skills

Normal office environment. Extending viewing of computer screens. Some overnight travel required.

Spends time at a computer workstation. Moves throughout department or other locations to access or exchange information. May involve carrying loads up to 50 lbs. and remaining in a stationary position. May involve lowering, reaching, twisting or turning. Involves handling office materials, typing, writing and other tasks that require manual dexterity. Continuous listening and communication are required. This job may require accommodating different bodily movements and physical abilities.

Momentive Software actively embraces diversity and equal opportunity. The company is committed to building a team that represents a variety of backgrounds, perspectives, and skills. No discrimination will be made on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States without sponsorship, and to complete the required employment eligibility verification form upon hire.