Center for Internet Security, Inc.

  • Senior Account Manager - Customer Success

    Job Locations US-NY-Albany
    Customer Support and Account Management
    Regular Full-Time
  • Overview

    The primary purpose of this position is to build and manage relationships with existing members. In addition, while assisting members, this Senior Account Specialist/Account Manager will take initiative to recommend and cross-sell products and services to meet member needs as identified. Thorough knowledge of products and services available, as well as competitor products and services is paramount to the success of this role. 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

    • Own, drive and manage the renewal process for a high volume of customers
    • Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure
    • Communicate risk clearly and take the lead in developing resolution strategies
    • Accurately maintain a forecast of renewals for your accounts
    • Input and manage all accounts through Salesforce system
    • 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 off-site conferences or product meetings as necessary
    • Ensure reporting and communication is frequent and bi-directional
    • Other tasks and responsibilities as assigned

    What You'll Need

    • Bachelor's degree* in a technical or business discipline
    • Minimum of 3-4 years of customer success experience
    • Proven ability to meet and exceed customer success and retention goals
    • A positive attitude and strong desire for success
    • 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

    *Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree


    It's a Plus if You Have:

    • Relevant technical experience at a technology focused company/environment
    • Strong marketing, Business Services and negotiating skills


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