Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
Provide proactive strategy with their assigned customer accounts.
Work with customers to ensure they are leveraging our services effectively and finding value in our services.
Become an expert in our services and educate customers on the use and benefits of our products.
Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
Successfully maintain strong working knowledge of contractual terms on named accounts.
Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+.
Identify and close upsell and cross-sell opportunities.
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
Maintain a revenue base by managing account retention and renewal.
Drive upsell revenue through increased product adoption and increased usage.
Other duties as assigned.

2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales or Account Management
2+ years of experience working under monthly, quarterly, or annual revenue quotas
2+ years of experience using Salesforce and Customer Success platforms is preferred
Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders
Excellent phone, written, and verbal communication skills, with strong presentation abilities
Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools
Proficiency in Microsoft Office applications
Strong understanding of HSI’s EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers
Working knowledge of EHS and compliance management is preferred

Customer Success Manager II

Key skills