Customer Success Manager

CommandLink is a global SaaS platform providing network, voice services, and IT security solutions through a unified infrastructure platform. The Customer Success Manager is responsible for developing customer relationships, improving retention, conducting business reviews, and growing customer accounts through upgrades and cross-selling. The role also manages customer success tools and collaborates with leadership and internal resources to achieve sales and retention goals.

Responsibilities:

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology
• Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base
• Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle
• Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business
• Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved
• Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization

Requirements:

• 4-year college degree, or experience commensurate with a degree
• Quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal
• 3-5+ year's experience selling Cloud Communications (UCaaS, CCaaS, SIP, Teams), SD-WAN, Security, Network and Internet Service, Managed Services and Software
• Effectiveness and comfort with interaction of a customer's leadership team including customer presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations
• Strong Excel, MS Office, and general computer software skills
• Positive, likeable, calm, and persuasive personality with negotiation skills
• Self-motivated drive with zero outgoing call reluctance
• Ability to meet deadlines and maintain composure under pressure
• Charismatic personality that can quickly gain the trust of CommandLink's customers and partners
• Proven ability to learn new skills, software tools, and tasks quickly
• Proven ability to perform while exceeding sales and customer retention goals