Company: Careers

Customer Success Manager

Description

RAY • ALLEN is in need of a highly organized, team player for the position of Customer Success Manager (CSM). The CSM will develop long-term partnerships with clients to ensure they remain successful by realizing the full value of RAY • ALLEN’s RACSystem platform. The CSM’s objective will be to maximize client retention and success, as well as identify and pursue increased revenue streams. The ideal candidate will act as a strategic advisor to current clients to ensure they remain successful and realize the full value of their investment with RAY • ALLEN. 

Job Duties and Responsibilities

  • Develop and maintain extraordinary relationships with existing clients to ensure their satisfaction and retention
  • Effectively manage the IT asset infrastructure for enterprise clients by defining and documenting the client’s business objectives and definition of success
  • Identify metrics through data analysis and audits to demonstrate success with the RACSystem to maximize client satisfaction
  • Educate clients on the value of the overall RACSystem platform and encourage optimal utilization
  • Develop successful account strategies and plans through CRM/Salesforce databases so company resources are used to maximize retention and sales within assigned accounts
  • Ensure clients are updated on new product features
  • Deliver regular business and operational reviews to senior executives & key business stakeholders
  • Provide best practices and industry benchmarking
  • Guide clients through significant service milestones such as upgrades and new releases
  • Act as a point of escalation for client-based critical issues

Skills & Qualifications

  • Bachelor’s Degree or equivalent work experience in a related field
  • Highly organized and strong interpersonal/communication skills – verbal and written
  • Strong project management and time management skills
  • Ability to work independently and in a cross functional team environment
  • Positive attitude and strong work ethic
  • Ability to build relationships with clients and vendors
  • Excellent technical skills required: Microsoft Office Suite (Excel and Outlook a must!)
  • CRM experience, i.e. Salesforce.com