Client Success Manager Jobs in Rochester, NY (NOW HIRING)

Job Purpose
Key Account Executive is responsible for expanding our company's existing Contact Center customer base. Driving revenue growth by identifying and capitalizing on opportunities to upsell contact center solutions to our current customer base. This role involves understanding customer needs and presenting tailored solutions that add value to their experience while meeting their evolving requirements. The individual will work closely with the client success team to ensure seamless integration of upselling strategies, ultimately contributing to the company's overall growth and customer retention goals.
Duties:
• Generate new Contact Center business opportunities by proactively educating current key customers in a very targeted and strategic approach.
• Understand customer needs and requirements.
• Conduct product demonstrations and presentations to potential clients virtually.
• Work closely with internal teams to develop and propose solutions that meet client's needs.
• Develop a deep understanding of our Contact Center product offerings, services, and industry trends.
• Maintain accurate records of sales activities and customer information in our CRM system, Salesforce, including forecasting.
• Meet and exceed sales targets and performance metrics.
• Understand customer make-up and analytics.
• Other duties as assigned by management.
• Provide weekly sales funnel reports
• Meet and exceed sales targets and performance metrics
• Responsible for upselling or reselling Professional Services to CallTowers current customers.
• Engage in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding Contact Center solutions.
• Demonstrated ability to sell Contact Center (CX) solutions with some experience selling Professional Services to enterprise customers.
• Strong closing and negotiating skills
• Strong communication and presentation skills to large and small audiences
• Demonstrated ability to translate product features into benefits that solve real enterprise customer problems
• Able to articulate a unique value proposition to various levels within a customer organization
• Follow the established sales processes of CallTower & effectively utilize the sales resources provided
• Work with management & members to exceed bookings Plan bookings (after 90 day ramp-up).
• Generate new business Contact Center opportunities by proactively educating current customers in a targeted and strategic approach.
Skills/Qualifications:
• Bachelor's Degree required or equivalent professional experience (generally 18 months for each year of college).
• Minimum seven years' sales experience in related industries selling Contact Center platforms such as (Genesys, Five9, Nice, or equivalent) including some experience selling Professional & Managed Services.
• Ability to communicate in multiple languages (currently English and French) directly or with assistance of other CallTower Team members.
• Experience in responding to Contact Center RFPs for existing customers.
• Be able to effectively work in a very autonomous role with minimal supervision.
• Optimistic, customer-obsessed personality, able to interact and influence at all levels of internal and external organizations, including executive levels.
• Expert skills in the creation of and execution of customer presentations.
• Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.
• • Excellent verbal and written communication skills, including excellent listening skills.
• Occasional travel, up to 40%, occasionally on short notice.
• Creative and strategic thinker with strength in carrying that creativity and strategy into bookings/revenue.
• Ability to understand a changing market along with strength in listening to customers, partners & industry leaders to have significant impact on product design, timing of product updates & new products launch.
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding and changing customer base.
• Ability to grasp and translate complex technical features into benefits and selling points.
• Experience working closely within the sales organization with a strong affinity for success.
• Experience with a range of sales methodologies and sales funnel management process.
• Ability to generate and close proposals
• Questioning and feedback skills, customer service orientation and commitment to quality, responsibility, high work standards and initiatives
• Computer competence and the ability to use software effectively
• Ability to prioritize and organize workflow
• Ability to establish a professional and collaborative working relationship within CallTower departments
• Willingness to work flexible hours and overtime during peak business flow
This pay range is a good-faith estimate of the compensation we reasonably expect to pay for this position at the time of posting/hire. Final compensation may vary based on factors such as experience, skills, education, certifications, internal equity, geographic location, and business needs. This range does not include any include any bonus or incentive compensation if applicable.
Benefits:
• Annual Market comp evaluation
• 85% employer paid Medical plans (HDHP and PPO options)
• Dental/Vision
• PTO accrual starts day one
• 100% 401k match on first 4%
• Paid Parental Leave
• 100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass
Salary Description
$84,000 to $99,000 a year