Strategic Client Success Manager – High-Value Accounts

CallTower Inc; City of Rochester (NY); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Annual Market comp evaluation

85% employer paid Medical plans

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

Job summary

CallTower is seeking a Client Success Manager in the United States to advocate for customers and drive satisfaction and growth within our Gold (6k MRR-16K MRR) accounts. You will partner with cross-functional teams to serve as the primary contact and ensure successful adoption of CallTower solutions.

You will own escalations, maintain Salesforce records, and contribute to upsell opportunities, while traveling up to 30% as needed.

Qualifications

• Bachelor’s Degree or 6+ years of related 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.

Responsibilities

• 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

Account management

Customer relationship management

Sales communications

Salesforce reporting

Cross-functional collaboration

Executive-level communication

Problem solving

Education

Bachelor’s Degree

Tools

Salesforce

Job description

CallTower is seeking a Client Success Manager in the United States to advocate for customers and drive satisfaction and growth within our Gold (6k MRR-16K MRR) accounts. You will partner with cross-functional teams to serve as the primary contact and ensure successful adoption of CallTower solutions.

You will own escalations, maintain Salesforce records, and contribute to upsell opportunities, while traveling up to 30% as needed.