Client Success Manager

CallTower Inc; Salt Lake City (UT); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Market compensation

Medical plans

Dental/Vision

PTO accrual from day one

401k match on first 4%

Parental leave

Life insurance & LTD

Telehealth & Gym Pass

Job summary

CallTower Inc. is seeking a Client Success Manager in Salt Lake City to advocate for customers and drive satisfaction and growth within the Gold 6k–16k MRR base. You will partner with cross-functional teams, own escalations, and lead the Client Success Program across major accounts.

You will maintain Salesforce records, manage quotations, and identify upsell opportunities while delivering excellent service and speed in issue resolution. Travel up to 30% is required.

Qualifications

• Bachelor's Degree or 6+ years of related experience.
• 5+ years of related experience with 3+ years of high-revenue account management.
• Autonomous role with minimal supervision.
• Customer-focused with ability to influence at executive levels.
• Expert customer service, able to meet deadlines in a fast-paced env.
• Proficient in creating and delivering customer presentations.
• Proactively manage expectations and maintain relationships.
• Reports and data analysis, Salesforce report/dashboard experience preferred.
• Excellent verbal/written communication and listening skills.
• Occasional travel up to 30%.

Responsibilities

• Act as a customer advocate, ensuring satisfaction and growth.
• Build and maintain strong relationships with key contacts within customer organizations.
• Manage high-revenue accounts in line with the Client Success Program.
• Maintain accurate and up-to-date records in Salesforce and Client Success software.
• Own customer requests/issues, act with urgency, drive for resolution and exceed expectations.
• Manage day-to-day escalations; communicate plans and status to stakeholders.
• Set up and conduct regular account status and review calls with accounts.
• Understand and relay CallTower’s solution offerings to customers.
• Assist with quotes for CallTower services; process orders per internal policies.
• Follow up with customers who are dissatisfied to ensure resolution.
• Engage in up-sell/cross-sell activities to increase spend.
• Other duties as assigned.

Skills

Account management

Customer relationships

Salesforce

Data analysis

Communication

Executive communication

Travel readiness

Education

Bachelor's Degree

Tools

Salesforce

CRM software

Job description

Description

Job Purpose

The Client Success Manager will fill a key position at CallTower by being a customer advocate and responsible for the satisfaction and growth of our Gold (6k MRR-16K MRR) existing customer base. The individual will play an active role in building partnerships with the accounts assigned to the Client Success Manager. This individual will reach into our customer organizations and build strong relationships with key points of contact. This role will manage many high- revenue accounts in accordance with our Client Success Program.

The Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will lead the Client Success Program as outlined for the customer based on account status maintaining accurate and up-to-date records in Salesforce. This individual will to take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.

Duties

• Act as a customer advocate, ensuring customer satisfaction and growth.
• Build and maintain strong relationships with key points of contact within customer organizations.
• Manage high-revenue accounts in line with the Client Success Program.
• Maintain accurate and up-to-date records in Salesforce and Client Success software.
• Take ownership of customer requests/issues, act with a sense of urgency, and drive for resolution to exceed customer expectations.
• Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status to both internal and external stakeholders.
• Set up and execute regular account status and review calls with assigned accounts.
• Understand and relay CallTower’s solution offering to customer; be able to understand customer needs and communicate how CallTower’s solutions can solve those needs.
• Assist with additional quotes for CallTower services; process the orders in accordance with internal policies/processes.
• Follow up with key customers who may feel dissatisfied, to ensure issue resolution and a satisfactory conclusion.
• Engage and participate in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding complimentary solutions.
• Other duties may be assigned.

Skills/Qualifications

• Bachelor’s Degree or 6+ years of relate experience
• 5+ years of related experience, with a minimum of 3+ years of account management experience with high-revenue accounts, preferably in a technology-based industry.
• Be able to effectively work in a very autonomous role with minimal supervision.
• Customer focused personality, able to interact and influence at all levels of our organization, including executive levels.
• Expert level customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
• Expert skills in the creation of and execution of customer presentations.
• Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.
• Skilled with creation of reports and analyzing large data sets; Salesforce.com report/dashboard building experience preferred.
• Excellent verbal and written communication skills, including excellent listening skills.
• Occasional travel, up to 30%, occasionally on short notice.

Benefits

• Annual Market comp evaluation
• 85% employer paid Medical plans (HDHP and PPO options)
• Dental/Vision
• PTO accrual starts day one
• 100% 401k match on first 4%
• Paid Parental Leave
• 100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass