Customer Success Manager Remote Jobs in Decatur, GA

Position Summary

The Manager of Client Success is responsible for managing overall client satisfaction by overseeing a team of Account Executives, Client Account Managers, Technical Account Managers and Project Managers personnel who are dedicated to driving client satisfaction in the day-to-day performance of their positions. Ensure that client success milestones/goals are met, and quotas and budgets are achieved.  Duties include relaying information between upper management and the client success teams regarding renewals, quotas, and client success methodologies, overseeing the implementation of client campaigns to promote business products and services, and hiring and training Client Success team members.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Establish and implement short and long-range goals, objectives, policies, and operating procedures consistent with Coreforce’s strategic business plan.
• Play a hands-on, direct role in driving client satisfaction through enhanced interactions, including leading meetings and helping to close renewal and upsell deals.
• Recruit, hire, and manage a high-performing Account Management, Client Specialist, and Client Experience team.
• Conducts performance evaluations, provides feedback, and manages terminations in accordance with company policies and legal regulations.
• Develop the strategy and priorities across the client base.
• Understand and drive a solution of sales methodology to the client base.
• Clearly articulate and differentiate our value proposition to executive decision-makers.
• Ability to craft solutions that meet business goals based on client interaction.
• Analyze technical support issues, client feedback, and recommend new strategies to drive higher satisfaction.
• Understand the product in depth and communicate product differentiation to the client base.
• Capability to create and take advantage of self-generated opportunities.
• Collaborate with internal departments (sales, marketing, product management, and engineering) to ensure that campaigns align with product launches and client needs.
• Research, plan, and incorporate insightful talking points for potential business development opportunities within the geographical region.
• Build trust and cultivate solid relationships with clients to drive client satisfaction. 
•  Be a player/coach with an annual quota target of renewal and upsell bookings for assigned regions.
• Perform industry and market research to understand what our client base has interests and desires.
• Review current strategies and go-to-market plans for weaknesses and develop solutions within budget constraints.
• Travel and attend trade-related events throughout the year, as needed.
• Travel and attend customer meetings as needed.
• Brainstorm fresh ideas with senior management.
• Perform other related duties assigned by management.

Minimum Qualifications (Knowledge, Skills and Abilities)

• Bachelor’s Degree in Business Administration or a related field or equivalent experience is required. 
• Solid track record of delivering long-term renewal contract bookings that lead to profitable revenue growth.
• Knowledge of sales-related business practices.
• Proficient with sales-related software programs, such as HubSpot or Salesforce.
• Proficient with support-related software programs, such as Zendesk.
• Demonstrate a history of building successful client satisfaction-focused teams.
• Effective communication skills and adaptable communication style for interacting with team members, upper management, and clients.
• Time management and organizational skills to plan and execute both large and small renewal, add-on and upsell sales campaigns and initiatives.
• Strong leadership and consensus-building skills to motivate team members and manage conflict.
• Track record and capability of evaluating and subsequently growing client satisfaction teams from initial hire to a national organization.
• Proven ability to perform in high-visibility, high-growth environments.
• Must be a team player, give and take constructive feedback.
• Excellent interpersonal and collaboration skills.
• Strong communication and presentation skills.
• Creative, energetic, and self-driven.
• Must be able to adapt to change and willing to take on new challenges, ready to roll up their sleeves and do whatever it takes to get the job done.
• Must be highly organized with outstanding time management skills.
• Significant travel as needed and required.
• Maintain high levels of client satisfaction.
• Consistently achieve monthly team goals (renewal percentages and growth attainment)

Physical Demands and Work Environment

The physical demands described here must be met by an employee to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This role requires the employee to have the ability to maintain a stationary and an upright position regularly. Regular movement within the office is required to access file cabinets, office machinery, and other resources. This role involves continuous operation of a computer and other office productivity machinery, tools, including a printer, and computer. Regularly, the employee changes their body position to assist in moving objects or gaining access to items. The capacity to convey information and concepts effectively for mutual understanding must be possessed by the employee. They must also possess the capability to share precise details during such interactions. Specific vision capabilities, particularly the ability to observe details at close range (within a few feet of the observer), are essential for performing tasks accurately.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship. Coreforce is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.