[Hiring] Customer Success Manager @CommandLink

Role Description

The Customer Success Manager will focus on business development and customer retention through consistent customer contact, QBRs, and management of a base of CommandLink customers. The primary goal is to maximize CommandLink customer experience, growing the base of business through upgrades, product cross-selling, and maintaining our industry-low customer churn rate. The Customer Success Manager will be supported by exceptional engineering resources, Sales Directors who will work in concert in these efforts, and sales leadership who are laser-focused on helping every employee surpass their career goals.

• 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.

Qualifications

• 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+ years 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.

Benefits

• Room to grow at a high-growth company.
• An environment that celebrates ideas and innovation.
• Your work will have a tangible impact.
• Generous Medical, Dental, and Vision coverage for full-time employees.
• Flexible time off.
• 401k to help you save for the future.
• Fun events at cool locations.
• Free DoorDash lunches on Fridays.
• Employee referral bonuses to encourage the addition of great new people to the team.