Customer Success Manager

Requirements

• If you’re passionate about customer success, energized by technology, and motivated by driving results, this could be the perfect opportunity for you
• 3+ years of account management experience at a software/SAAS company
• Strong business acumen and proven ability to influence decision makers in various sizes of organizations
• Formal sales training through a recognized program
• Proficiency with CRMs such as Salesforce or other  platforms
• Experience in preparing and delivering presentations targeted to a senior audience
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
• Experience managing a sales pipeline and carrying a sales quota
• Strong customer-facing skills including expectation management, communication skills, information management
• Bachelor’s Degree

• In this role, you’ll act as a trusted advisor and strategic partner, helping customers unlock the full business value of the Achievers recognition and engagement platform
• You’ll drive product adoption, identify growth opportunities, and influence expansion by showcasing best practices and measurable outcomes
• Working closely with senior stakeholders, you’ll help design and execute recognition strategies that deliver ROI and support long-term customer retention and growth
• Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
• Establish measurable goals and KPIs for your customer accounts
• Track all implementation and post-implementation adoption activities
• Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
• Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
• Connect with your customers to update on outstanding queries, reports and campaigns
• Manage a revenue pipeline while up-selling and cross-selling within the existing programs
• Lead customer workshops and training around product updates & new features
• Provide regular status reports to stakeholders on progress against established goals and manage account escalations
• Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals