Client Services Manager

About This Job
TrackStreet is looking for a Customer Success Manager to create long-term, trusting relationships with our customers. The Customer Success Manager’s role is to oversee a portfolio of existing assigned customers, onboarding newly assigned customers, develop new business from existing customers and actively seek new sales opportunities within existing accounts.

Summary
Customer Success management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports. Customer Success Managers also answer customer queries and identify new business opportunities among existing customers and learn to recognize triggers based on customer behavior and engage accordingly. In this role, you will liaise with cross-functional internal teams (including Customer Success and Product Development departments) to improve the entire customer experience.

Ultimately, a successful Customer Success Manager should collaborate with our sales team to achieve quotas while keeping our customers satisfied and engaged with our products and services in the long-run.

Responsibilities

• Serve as the lead point of contact for all customer account management matters
• Help customers through email, phone, online presentations, screen-share and in-person meetings
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing customers and/or identify areas of improvement to meet sales quotas
• Prepare reports on account status
• Engage with a minimum of 10 customers per day via live contact and follow-up with all customer inquiries within 4 hours
• Troubleshoot, research, isolate and resolve system problems using internal knowledge base and tools
• Demonstrate client service skills by managing and exceeding client expectations as measured by KPIs
• Assist with challenging customer requests or issue escalations as needed

Requirements

• Proven work experience as a Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience in Microsoft Office Suite, Google Apps, Hubspot, Zendesk, ChurnZero, JIRA, etc.
• Understanding of website development, marketing, measurement and analytics, content management, digital marketing and internet technology
• Experience delivering customer-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Detailed and process-oriented
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• BA/BS degree in Business Administration, Sales or relevant field

Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Benefits

TrackStreet is an Equal Opportunity Employer.

• Company-sponsored medical / dental / vision insurance
• Personal Time Off
• 401K plan
• Career opportunities at a growing Venture Capital funded Start Up that has been featured in the Pacific Coast Business Times, Orange County Business Journal and other publications
• Customer-oriented, supportive culture built on teamwork and mutual respect
• TrackStreet is headquartered in beautiful Santa Barbara, CA

About TrackStreet:
TrackStreet has built an industry-leading SaaS (Software as a Service) platform that leverages the power of artificial intelligence and automation to radically reduce brand and pricing policy violations. Within weeks, customers across a wide range of industries uncover opportunities to build competitive advantage, increase profit margins, and find growth opportunities.

We foster an employee-centered and supportive culture built on teamwork and mutual respect. TrackStreet is a fast-growing, venture capital-funded start-up and is an equal opportunity employer.

Please send your cover letter and resume to Michael.Johnson@TrackStreet.com.