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.
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
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.