[Hiring] Customer Success Manager @CAS

Role Description

The Customer Success Manager (CSM) is accountable for profitable achievement of sales objectives for Academic accounts in an assigned territory by identifying opportunities to grow, retain, cross-sell, and penetrate the customer utilizing the product portfolio and services.

• Identifies new customer opportunities, tracks selling activities, and manages contact information for sales prospects.
• Delivers sales presentations and partners with technical specialists in the field for the purpose of customer onboarding and consultative selling activity.
• Ensures that organizational products meet client needs.
• Delivers consistently high-quality customer experience to the Academic community.
• Ensures that Academic customers receive value from CAS solutions and continue to partner with CAS.

Qualifications

• 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.
• Experience of selling into or working within the Academic market would be preferred, but not essential.

Requirements

• 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.
• 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.
• Cultivating relationships with the most senior buyer(s) in the client organization.
• Following the established sales process and consistently utilizing the CRM to document prospect interaction.
• Monitoring customer dashboards, identifying risks, and acting where necessary to ensure optimal customer experience.
• Understanding the importance of timely follow-up with customers, managers, and staff.
• Developing and maintaining workflows to maximize selling time.
• 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.

Benefits

• Competitive salary.
• Comprehensive benefits package.
• Generous vacation plan.
• Medical, dental, and vision insurance plans.
• Employee savings and retirement plans.