Customer Success Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee designated client accounts and manage the entire product lifecycle from the initial order through upselling/cross-selling, production, delivery, and invoicing.

• Handle a high volume of incoming client calls and emails while implementing effective contact strategies.

• Foster customer relationships, ensure client satisfaction, support revenue objectives, and guarantee compliance with contractual SLAs.

• Address customer issues by providing technical, functional, and professional support; manage escalated cases and track unresolved inquiries.

• Verify incoming orders for accuracy and timely processing; onboard new users, conduct training sessions, and offer technical assistance.

• Keep comprehensive CRM records of customer interactions, transactions, inquiries, complaints, actions, and outcomes.

• Monitor CRM activities and reporting to guide client engagement and revenue goals.

• Propose, introduce, and demonstrate additional products using a consultative sales method.

• Identify, research, and mitigate project risks and challenges; escalate when needed and respond to RFQs and pricing inquiries.

• Create opportunities for new products and services to enhance customer retention and growth; work in collaboration with sales and product specialists.

• Stay informed about industry trends and growth sectors while participating in local events, tradeshows, and conferences.

• Assist in developing and refining processes and systems, document essential procedures, and facilitate cross-training.

⛳️ Requirements

• A college degree in business, communications, or a related field is preferred.

• A high school diploma accompanied by a minimum of 2 years of successful experience in telemarketing, sales, or client relationship management will be considered.

• Previous experience in a customer-facing role or customer relationship management position.

• Familiarity with technology and web-based software.

• Basic PC and keyboarding skills are required.

• Proficiency in Microsoft Suite is preferred.

• Previous experience with Salesforce.com and WebEx is advantageous.

• Strong sense of accountability and responsibility with the ability to meet client expectations and objectives.

• Excellent verbal, written, communication, analytical, and problem-solving abilities.

• A professional and positive demeanor.

• Capability to manage rejection and maintain an optimistic outlook.

• Ability to work independently as well as collaboratively in a fast-paced, deadline-driven environment.

• Flexibility and the ability to adjust priorities while supporting team members as needed.

• Strong relationship-building skills.

• Knowledge of commercial real estate, due diligence, and/or the lender market is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Supportive team environment and company culture.

• Flexible working hours and potential for remote work.