182 applicants

Company

Original Job Post

SMA Technologies · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

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Growth Opportunities

Hiring Manager

Stacey Young

Insider Connection @SMA Technologies

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Responsibilities

Identify and overcome challenges at named accounts to align them with appropriate solutions.

Manage a defined book of accounts including onboarding, feature adoption, and contract negotiations.

Proactively identify risks and opportunities within each account to minimize churn and increase ARR.

Align client challenges with SMA solutions, taking ownership of the sales cycle and exceeding quotas.

Develop relationships with customers, understand their needs, and provide additional value.

Monitor customer health, drive expanded use of automation, and address churn risks.

Serve as a liaison between customers and Product/Marketing by submitting feedback and making introductions.

Contribute to the continuous improvement of the team and playbook.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Account ManagementCustomer OnboardingRevenue GrowthClient SuccessRisk ManagementSales Cycle ManagementCross-Functional CollaborationSales Process KnowledgeCRMAccount PlanningForecastingProduct KnowledgeCompetitive AnalysisPipeline ManagementProposal DevelopmentClosing DealsRetention StrategiesCustomer Relationship ManagementFeedback CollectionProcess ImprovementProblem-SolvingCommunicationRelationship BuildingOwnershipProactivityAdaptabilityTeamworkCustomer ManagementBanking Industry KnowledgeInsurance Industry Knowledge

Required

Experienced in day-to-day management of a defined book of accounts, including new customer onboarding and feature adoption, contract expansion and complex renewal negotiations

Expert at developing multithreaded relationships that drive a deep understanding of customer’s goals and the actions required to achieve them

Confident and excited about holding a quota carrying role

Proven track record of exceeding revenue growth in a fast-paced environment

Understands client goals and what success looks like for each client within their portfolio

Proactively identifies risk and opportunities within each account

Aligns client challenges with the appropriate solutions and managed services, taking ownership of the sales cycle and regularly achieving and exceeding quotas

Onboard, get up to speed, and complete training program to build knowledge on product, customers, and the pain the product helps to solve

Connect with members of Sales, Marketing, Product, and Technology teams to understand offerings and why customers value them

Learn sales process, methodology, and forecasting guidelines

Ramp up on CRM and account management processes; begin account planning and forecast/pipeline reporting

Begin working with book of accounts to develop relationships, understand their needs and challenges, and seek opportunities to provide additional value

Understand product offerings and competitive landscape; strive to know the business problems solved to exceed customer expectations

Gain awareness on book of business and begin conducting outreach to establish relationships with customers

Begin to develop a forward-looking revenue forecast with weekly reporting on quarterly pipeline

Implement processes for Customer Objective Reviews and On-Time Renewals (presentation, proposal development, negotiation and closing)

Fully own portfolio and its retention/growth metrics within 6 months

Lead customers through key milestones on their journey, proactively address challenges, and uncover opportunities to deliver additional value while meeting and exceeding retention and expansion targets

Build strong relationships with customers to expand their usage of automation and protect the company from competitive threats

Leverage usage metrics and customer calls to monitor customer health, drive expanded use of automation, increase opportunity momentum, and address churn risks

Partner with Consulting team to scope/deliver services related to customer needs

Serve as liaison between customer and Product/Marketing by submitting product feedback and making introductions for Voice of Customer stories

Display mastery of sales & renewal processes and methodology

Review personal call recordings to streamline messaging and improve sales positioning

Contribute to the continuous improvement of team and playbook

Preferred

Worked in Banks, Credit Union, and Insurance, or have managed customers in these industries

Benefits

A remote first environment – Work from wherever you are comfortable in the contiguous U.S. as SMA Technologies is a remote first organization

100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering. SMA also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs

Flexible PTO (similar to unlimited PTO) and flexible working hours to accommodate a great work/life balance