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 to upselling/cross-selling, production, delivery, and invoicing.

• Handle a significant volume of client phone calls and emails while implementing effective contact strategies.

• Foster customer relationships, ensure client satisfaction, achieve revenue targets, and maintain compliance with contractual SLAs.

• Acquire product knowledge, address customer issues, assist with escalated cases, review orders, track inquiries, set up user accounts, conduct training sessions, and offer technical support.

• Keep comprehensive records of customer interactions and transactions in Salesforce, leveraging CRM reports to inform outreach and revenue goals.

• Identify and showcase additional products through a consultative sales method.

• Investigate and resolve project risks and issues, escalate when necessary, and respond to RFQs and pricing requests.

• Create opportunities to introduce new products and services, working with sales and product experts to facilitate retention and growth.

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

• Assist in developing and optimizing processes and systems, document essential procedures, and support cross-training initiatives.

⛳️ Requirements

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

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

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

• Familiarity with technology and web-based software is necessary.

• Basic PC and keyboarding skills are essential.

• Proficiency in Microsoft Suite is advantageous.

• Previous experience with Salesforce.com and WebEx is a plus.

• A strong sense of accountability, responsibility, and results orientation is needed.

• Exceptional verbal, written, communication, analytical, and problem-solving abilities are required.

• Strong interpersonal skills and the capability to build relationships are essential.

• A professional and positive demeanor is expected.

• Capacity to handle rejection while maintaining a positive perspective is important.

• Ability to work independently and within a fast-paced, deadline-oriented team environment is crucial.

• Willingness to adapt and shift priorities, as well as support colleagues, is necessary.

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

🏝️ Benefits

• Comprehensive health, dental, and vision insurance options.

• 401(k) plan with company matching contributions.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.