SA51P3 Customer Success Manager

CAS is hiring a Customer Success Manager to help Academic customers realize the value of CAS solutions and continue expanding their relationship with CAS. The role manages sales and customer success activities for an assigned territory, including onboarding, account development, identifying opportunities, and supporting customer needs.

Responsibilities:

• Onboarding, enabling, and teaching Academic users and customers how to realize the full value of CAS solutions
• Managing an assigned book of business and building, expanding, and solidifying relationships with existing clients via necessary sales and support visits, calls, emails, and presentations, with the expectation of creating, advancing, and closing revenue opportunities within an assigned territory
• Effectively identifying, communicating, and working through customer problems, issues, and opportunities
• Anticipating and driving growth of additional services and coverage levels by conducting thorough needs assessments and matching these needs to the appropriate solutions
• Cultivating relationships with the most senior buyer(s) in the client organization, as well as with day-to-day client representatives and buyers
• Following the established sales process and consistently utilizing the CRM to document prospect interaction, ensuring efficient lead management
• Monitoring customer dashboards, identifying risks, and acting where necessary to ensure optimal customer experience and product usage
• Understanding the importance of timely follow-up with customers, managers, and staff, and making communication a top priority
• Developing and maintaining workflows to maximize selling time (utilizing AI platforms and processes where available), including pre-call planning and adherence to metrics and customized scripts based on opportunity type
• Attending and presenting at trade shows, events, and conferences
• Adopting central AI tools to enable rapid analysis of usage data, contract information, and market data for risk and opportunity reporting

Requirements:

• Bachelor's degree (or higher) in science-related fields, business, communications, or other related disciplines
• Three or more years of sales-related experience, which could include: lead generation; inside and outside sales; business development; customer service
• Proven track record of exceeding sales objectives and territory/account development
• Experience with CRM and opportunity management systems, preferably Salesforce.com
• Strategic thinking capabilities with strong analytical and problem-solving skills in selling science-related solutions and/or information/intellectual property that impacts performance
• Strong capacity to articulate industry-specific value proposition to address customer pain points
• Experience with traveling for work-related projects or meetings with customers
• Advanced level of diagnostic/consultative selling
• Demonstrated experience with virtual selling tools such as Zoom, Web-Ex, and other comparable tools
• Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by CAS for this position now or in the future
• Experience of selling into, or working within, the Academic market would be preferred, but not essential.