Customer Success Manager

Key Responsibilities

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base.
• Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle.
• Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business.
• Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.
• Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

Requirements

• 4-year college degree, or experience commensurate with a degree.
• Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal.
• 3-5+ year’s experience selling Cloud Communications (UCaaS, CCaaS, SIP, Teams), SD-WAN, Security, Network and Internet Service, Managed Services and Software.
• Effectiveness and comfort with interaction of a customer’s leadership team including customer presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations.
• Strong Excel, MS Office, and general computer software skills.
• Positive, likeable, calm, and persuasive personality with negotiation skills.
• Self-motivated drive with zero outgoing call reluctance.
• Ability to meet deadlines and maintain composure under pressure.
• Charismatic personality that can quickly gain the trust of CommandLink’s customers and partners.
• Proven ability to learn new skills, software tools, and tasks quickly.
• Proven ability to perform while exceeding sales and customer retention goals.

Compensation & Benefits

• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses