Client Success Manager

CSC•Wilmington, NC

6d•Hybrid

About The Position

We are currently seeking a Client Success Manager (CSM) for our Digital Brand Services (DBS) business division. As a CSM in DBS, you will interact with decision-makers at Fortune 1000 companies and their law firms to help them grow and protect their global brands online. This position requires extensive client contact, including some face- to -face meetings, and the ability to present complex information in a clear and concise manner. To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed.

Requirements

3+ years B2B Account Management experience
Comfort and experience working with B and C-level executives
A history of detail-oriented, multi-tasking in a deadline-driven, dynamic environment
Excellent analytical and problem-solving skills
Ability to think proactively and strategically to meet the clients’ needs
Relentless dedication to outstanding customer service
Ability to handle escalated client issues with a steady hand
Excellent communication and organizational skills (verbal and written), as well as ability to think quick on your feet
Strong negotiation skills and business acumen
Quick learner with a demonstrated passion for technology and the Internet ecosystem
Ability to work as part of a team and collaborate effectively with colleagues

Nice To Haves

Salesforce CRM experience preferred, but not required
Intellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not required
Multi-lingual preferred, but not required

Responsibilities

Build relationships with B and C-Level Executives to gain a deep understanding of customers’ business and goals/KPIs
Proactively educate clients about industry developments and potential impacts to their business and online strategy
Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC
Serve as primary point of contact for account to ensure all requests and projects are completed on time and on budget
Manage customer relationships to ensure retention and satisfaction in assigned accounts
Partner with Sales to develop and execute on account plans
Identify and help develop additional client contacts within assigned accounts
Identify and generate new Sales leads
Provide budget projections and conduct contract and price negotiations for assigned accounts
Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams utilizing PowerPoint and Excel
Maintain thorough up-to-date notes, leads, quotations, and contracts through CRM system
Keep up to date on industry news
Network by attending industry specific events and trade shows and/or conducting company-sponsored webinars
Sharing sales, product knowledge and ideas with other team members