Customer Success Account Manager

Momentive•Atlanta, GA

9d•Hybrid

About The Position

The Customer Success Account Manager develops relationships with smaller to mid-sized clients to increase revenue and help customers achieve their goals through effective use of the company’s software. The role supports customer loyalty, retention, and expansion by serving as a trusted advisor, understanding customers’ business objectives, and explaining how the company’s solutions support their strategic goals. The Account Manager manages the customer experience across an assigned segment, pursues expansion opportunities, and oversees upselling and contract renewals for a strategic customer segment. Performance is measured by customer satisfaction and retention. The position is hybrid in Groton, Connecticut, or Atlanta, Georgia. It is based in a normal office environment, involves extended viewing of computer screens, and requires some overnight travel.

Requirements

Requires 0 to 2 years of related experience.
Requires a bachelor’s degree.
Excellent analytical and problem-solving skills.
Ability to work independently and handle multiple priorities and deadlines simultaneously.
Ability to learn and understand basic office software applications.
Proficiency in Office 365, including Microsoft Word, Excel, PowerPoint, and Outlook.
Excellent verbal and written communication, organization, and follow-up skills.
Excellent relationship-building skills and ability to work individually and as a member of a team.
Ability to work effectively in a fast-paced, deadline-driven environment.
Strong client focus with exceptional collaborative and influencing skills.
Must be able to meet the stated U.S. work eligibility requirements without sponsorship.

Nice To Haves

Salesforce experience.

Responsibilities

Develop and maintain strong client relationships throughout the customer lifecycle.
Build basic knowledge of the platform system and tools.
Provide best practices to clients.
Deliver excellent customer service, promptly address concerns and complaints, and identify and share lessons learned with relevant teams.
Engage customers to promote software adoption and onboarding strategies.
Provide renewal sales quotations and respond to requests for proposals.
Manage a book of business.
Support upselling, contract renewals, retention, and customer expansion opportunities.
Manage the customer experience across an assigned customer segment and meet agreed retention and usage targets.
Understand customers’ business objectives and explain how the company’s solutions support their strategic business goals.
Ensure products and services consistently meet client needs.