Center for Internet Security, Inc.

  • Customer Success Account Manager

    Job Locations US-NY-Albany
    ID
    2019-1110
    Category
    Customer Support and Account Management
    Type
    Regular Full-Time
  • Overview

    The primary purpose of this position is to build and manage relationships with existing members. While assisting members, Account Managers will take initiative to recommend and cross-sell products and services to meet member needs as identified. This position will provide exceptional service to existing customers; ensuring ongoing satisfaction and retention and representing CIS in a professional and courteous manner.

    What You'll Do

    • Manage and build existing member accounts through quarterly communications to maintain high-quality customer relationships
    • Input and manage all accounts through Salesforce system
    • Responsible for retention of assigned accounts through regular communication
    • Assist renewal specialists as identified relative to renewal decision
    • Assist in identifying and developing case studies, white papers and testimonials
    • Identify opportunities to cross-sell/upgrade services
    • Deliver professional presentations to members via phone and web technologies
    • Assist in logging and tracking support requests
    • Represent CIS in a general capacity and present at conferences or product meetings as necessary
    • Ensure reporting and communication is frequent and bi-directional
    • Other duties as assigned

    What You'll Need

    • Bachelor's Degree in a technical or business discipline
    • Minimum of 1-2 years of customer success experience
    • Proven ability to meet and exceed customer success and retention goals
    • Proven success in building and maintaining successful relationships with existing customers and channel partners
    • Ability to resolve client concerns and issues
    • Familiar with and fluent using a CRM and Microsoft Office
    • Strong technical aptitude and the ability to communicate advanced technical concepts
    • Must be authorized to work in the United States

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