Mind Tools · 4 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$65K/yr - $70K/yr

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Responsibilities

Maximize revenue opportunities through careful negotiation on renewals and actively identify upsell opportunities and seek referrals from clients.

Clearly articulate the value proposition of solutions and products and the endless possibilities of the digital enterprise to your customers.

Provide engaging and comprehensive demonstrations/presentations of our product portfolio.

Keep an eye on news and industry knowledge and how this could impact any future business.

Become established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights related to area of expertise.

Ensure all sales data is recorded in Salesforce to ensure visibility of the sales pipeline.

Build key relationships with clients and stakeholders to ensure consistent communication throughout the partnership.

Maximize learner engagement through innovative campaigns and initiatives to surpass client expectations.

Work with clients to scope, build and project manage the implementation of their Mind Tools products, to include understanding and recommendation of best practice options with integration, authentication and customization, to complement their key organizational objectives.

Recommend appropriate technologies and promotional techniques to deliver the highest product success rates for each organization, attending meetings to aid the commercial teams with stakeholders at all seniorities.

Utilize the content, marketing and technical teams to design customizations and apply relevant, mapped resources; capturing and providing all teams with client feedback to shape future direction and initiatives.

Consider each client’s circumstance and design their product solution appropriately, building intuitive and relevant learning pathways and site modifications within the boundaries of the client experience service.

Run regular product sessions to ensure the client and learners are confident and comfortable with the site through various formats including calls, meetings and webinars and involve experts from other teams as required.

Ensure clients have access to the reporting suite and insightful data analysis to track common metrics such as utilization, popular resources and successful campaigns, but also deeper-dive information and evidence to form longer term strategies and aid the future direction of their Mind Tools investment.

Qualification

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Sales ExperienceAccount ManagementCustomer SupportRelationship BuildingSAAS experienceLearning industry experienceCross-functional collaborationSalesforceData analysisProject management

Required

Sales Experience: A key part of this role will be upselling to existing customers, so we expect you to be confident in all stages of the sales cycle, uncovering needs, and pain points, aligning solutions to address the pain points, recognising buying signals/handling objections and with strong closing power.

Account Management: Experience managing customer accounts, developing relationships, and ensuring customer satisfaction will be crucial. This helps us in understanding our customer needs and ensuring they receive value from the Mind Tools product suite.

Customer Support: Experience in customer support or technical support roles will be valuable as it provides insight into common customer pain points and how to resolve them effectively.

Relationship Building: Strong experience in building and maintaining relationships with clients or stakeholders is essential. This includes experience in handling difficult conversations and managing expectations.

Problem Solving: CSMs will need to diagnose and address customer issues effectively.

Cross-functional collaboration – experience of working closely with product, marketing and sales and driving to successful client and commercial outcomes.