Center for Internet Security, Inc.

Account Manager - Customer Success

Job Locations US-NY-Albany
ID
2020-1306
Category
Customer Support and Account Management
Type
Regular Full-Time

Overview

CIS (Center for Internet Security) is the trusted guide to confidence in the connected world. CIS collaborates with the global security community to lead both government and private-sector entities to security solutions and resources. CIS is an independent, not-for-profit organization.

 

The primary purpose of this position is to build and manage relationships with members to increase adoption of the CIS SecureSuite Membership resources. 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.

 

This position will work with private and/or public organizations, depending on the needs of the organization.

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

  • Respond to Tier 1 Support Tickets (membership benefit / portal related) and awareness about Tier 2 Tickets which handled by a Technical Support Team

  • 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 tasks and responsibilities as assigned

What You'll Need

  • Bachelor's Degree* in a technical or business discipline

  • 1+ years’ of customer success experience

  • Ability to accommodate mission-based overnight travel as necessary

  • 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

*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.

 

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.

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