Strategic CommunicationsRemote
Customer Success Manager
United States of America
Full Time
2 hours ago
Visa Sponsor
Key skills
B2B SalesIaaS AWSIaaS AzureIaaS GCPSaaSSecurity SolutionsOEM Sales CertificationsIT TerminologySales to State and Local GovernmentMicrosoft OfficeCRM Software TigerpawCRM Software HubspotAWS Cloud Practitioner CertificationISO 9001 2015 TrainingSolution Selling to Government EntitiesCAWSAzureGCPCRMCustomer SuccessSales
About this role
Strategic Communications is a leading provider of cloud solutions, empowering public sector missions through innovative technology. The Customer Success Manager will ensure customers achieve their desired outcomes with the company's products, driving satisfaction, retention, and growth.
Responsibilities:
- Guide new customers through the onboarding process, ensuring a smooth transition from sales to active usage
- Assist with the implementation of the product or service, helping to configure it according to the customer's needs
- Provide training sessions and resources to help customers understand and effectively use the product
- Create and maintain documentation, tutorials, and FAQs to support customer learning
- Develop strong, trust-based relationships with customers, becoming their primary point of contact
- Understand the customer's business goals, challenges, and industry to tailor the support and guidance provided
- Monitor customer usage and engagement with the product to identify potential issues or opportunities
- Conduct regular check-ins and business reviews to ensure the customer is on track to achieve their goals
- Act as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams (e.g., product development, sales, marketing)
- Collect and analyze customer feedback to identify trends and areas for improvement
- Work closely with the sales team to manage contract renewals and identify opportunities for upselling or cross-selling additional products or services
- Develop strategies to reduce churn and increase customer lifetime value
- Records and reports meaningful sales activity including: calls, emails, meetings, appointments, opportunities, wins & losses in Hubspot, Tigerpaw or other business systems
- Address customer issues and concerns promptly, coordinating with technical support and other departments as needed
- Develop and implement action plans to resolve customer problems and enhance their overall experience
Requirements:
- 5+ years of B2B sales with a proven track record of exceeding sales quotas
- 2+ years of experience selling IaaS (AWS, Azure, GCP), SaaS, and security solutions
- Thorough understanding of IT terminology, with the ability to translate technical concepts for non-technical stakeholders
- Demonstrated success in building new business relationships and comfort with cold-calling and interacting with C-level executives
- Intermediate proficiency in Microsoft Office
- Diploma required
- AWS Cloud Practitioner certification to be completed within ninety (90) days of hire
- At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships
- Ability to leverage existing relationships and hit the ground running within 90 days
- ISO 9001:2015 training – to be completed within ninety (90) days of hire
- OEM sales certifications are preferred
- Prior experience selling to state and local government entities is strongly preferred
- Bachelor's degree or higher preferred
- Experience with CRM software (Tigerpaw and Hubspot preferred)