Customer Success Account Manager

Role Summary / Purpose:

We are seeking a dynamic individual who has proven customer success experience in reducing churn, improving customer adoption, securing upsells, building lasting relationships and turning customers into champions. The individual will be given ample opportunity to define and grow the Customer Success function; developing best practices, processes, retention, and growth targets and more.

If you are a Customer Success champion who strives to constantly improve customer relationships, adoption and growth while seeking endless opportunities to grow professionally, this is the position for you!

Essential Responsibilities:

Maintain communication plan and a regular business rhythm for client communication;

Develop a process to identify and respond quickly to customer concerns and requests;

Fully understand the client’s business including economic factors, category, organization, and specific client needs;

Participate within the customer success and sales teams by sharing client information with Sales Executives and other members of the team;

Identify and qualify sales opportunities in client base;

Develop compelling business cases for the purchase of additional Epicor ERP products and services;

Drive sales to growth target for a department-level MBO;

Participate in trade shows and other marketing events;

Confirm accuracy of tracked sales activity in a lead tracking and sales management system, currently salesforce.com;

Other duties and projects as assigned;

The Customer Success Account Manager will have established performance goals and objectives such as:

  • Develop and execute product specific sales plans and timelines for completion.
  • Maintain or increase the client awareness of products and services.
  • Improve customer satisfaction through communication, contact. Create reference-willing clients.

Qualifications / Requirements:

Minimum 5 years’ customer support or account management experience, preferably in the software industry;

Knowledge in manufacturing markets;

Industry experience selling, supporting, or using Business Management software;

Excellent communication, interpersonal, and presentation skills;

Ability to work well in a Team Selling environment;

Ability to travel up 5-30% of the time;

Ability to make high impact sales presentations;

Ability to setup and function from a home-based office.

Additional Duties and Responsibilities:

Collaborate with internal departments on identification and tracking of customer requirements;

Provide reporting on customers, participate in sales meeting, and lead a consistent customer success team meeting;

Develop trusted advisor relationships with customer stakeholders and executive sponsors;

Revenue Retention: Increase retention / reduce churn.

Position Requirements:

Bachelor’s degree in business, sales, marketing, or equivalent training in business or sales management. Advanced degree a plus;

Minimum 5 years’ customer support or account management experience, preferably in the software industry;

Ideally combined background of post-sale and sales experience;

Hands-on experience with proposal creation and leading proposal presentations;

Understanding of business metrics and how important it is to keep every customer satisfied and growing;

Strong analytical skills, with previous experience with ERP software analytics;

Advanced understanding of servicing customers;

Excellent communication skills, can influence and motivate both customers and internal executive and stakeholders;

Proven ability to develop executive champions at a strategic level;

High emotional intelligence, including curiosity, empathy, self-awareness, and integrity;

Ability to interact with enterprise customer teams at various levels of technical and non-technical depth;

Experience establishing metrics and reporting on success metrics; and

Proven ability to meet and exceed retention targets.

Job Type: Full-time

Pay: From $70,000.00 per year

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