Customer Success Manager
Position Summary:
Accountable for profitable achievement of sales objectives associated with existing business revenue growth and new business acquisition in an assigned territory by identifying opportunities to grow, retain, cross-sell, upsell, and penetrate the customer utilizing the product portfolio and services; and strategically prospecting into target accounts, seeking to secure qualified meeting opportunities. Identifies new customer opportunities, tracks selling activities, and manages contact information for sales prospects and existing customers. Delivers sales presentations and collects information about existing and prospective customers to assist in the development of marketing plans. Partners with internal subject matter expert functions throughout the sales process to advance opportunities.
Position Accountabilities
- Manages an assigned book of business and builds, expands, and solidifies relationships with existing clients via necessary sales and support visits, calls, emails, and presentations with the expectation of creating, advancing, and closing revenue opportunities within an assigned territory.
- Generates revenue utilizing sales opportunity process via necessary sales and support visits, calls, emails and presentations with the expectation of creating, advancing, and closing new revenue opportunities within an assigned territory. This includes aggressive prospecting and scheduling product sales demonstrations and product orientations to potential prospects.
- Identifies and gains access to decision makers. Cultivates relationships with the most senior buyer in the client organization as well as networking with day-to-day client representatives and buyers.
- Source prospects, educate and qualify leads to create sales-ready opportunities.
- Must be able to effectively identify, communicate and work through customer problems, prospect objections, issues and opportunities.
- Anticipates and drives growth of new and additional services and coverage levels by conducting thorough needs assessments and matches these needs to the appropriate solutions and services.
- Follows the established sales process and consistently utilizes the CRM to document prospect interaction, ensuring efficient lead management.
- Onboards, enables, and teaches our users and customers how to realize the full value of our solutions and services
- Retain, cross-sell, and upsell existing clients through a superior experience and understanding of their needs
- Managing a territory of CAS customers and ensuring that they are receiving exceptional experiences through our interactions with CAS as a firm
- Monitor customer dashboards and pipeline, identify risks and take action where necessary to ensure optimal customer experience product usage and opportunity progression.
- Create and document user success stories and communicate these to buyers.
- Understands the importance of timely follow up with customers and prospects, managers and staff making communication a top priority.
- Develop and maintain daily plans to maximize selling time, including pre-call planning, adhering to metrics and customized scripts based on opportunity type.
- Attend/present at trade shows, events and conferences
Position Requirements
Education: Bachelor’s degree in science-related fields, business, communications, or other relevant disciplines.
Languages: Fluent in business English and French; proficiency in other European languages (Spanish, German, Italian...) is preferred.
Experience:
- Over 5 years of sales-related experience, including lead generation, inside and outside sales, business development, and customer service.
- Proven track record of exceeding sales objectives and developing territories/accounts.
- Experience leveraging LinkedIn and other prospecting tools.
- Experience selling science-related solutions or information/intellectual property.
- Strong ability to articulate industry-specific value propositions to address customer pain points.
- At least 2 years of experience with CRM and opportunity management systems, preferably Salesforce.com.
- Demonstrated experience with virtual selling tools such as GoToMeeting, WebEx, and other comparable platforms.
To apply for a position, please submit your cover letter and CV to careers@acs-i.org
