Customer Success Manager

Strategic Communications•Albany, NY

32d•Remote

About The Position

The primary goal of the Customer Success Manager is to ensure that customers achieve their desired outcomes while using the company's products or services (generally subscription-based or ongoing services such as SaaS (Software as a Service), cloud services, and enterprise solutions), thereby driving customer satisfaction, retention, and growth. Are you ready to make a real impact? Join our dynamic Public Sector Cloud Services division where your passion for innovation and dedication to mission success will shine. As a leading provider of cloud solutions, we empower state, local, education (SLED), federal government, and commercial enterprises with cutting-edge technology. With top-tier authorizations from major Cloud OEMs such as AWS, Microsoft, Google, Oracle, IBM, and Equinix, and contract vehicles including NASPO ValuePoint, Omnia, and NASA SEWP-V, we are poised for exponential growth. Become a trusted advisor and mission partner to some of the largest federal and state agencies.

Requirements

5+ years of B2B sales with a proven track record of exceeding sales quotas, and 2+ years of experience selling IaaS (AWS, Azure, GCP), SaaS, and security solutions.
Thorough understanding of IT terminology, with the ability to translate technical concepts for non-technical stakeholders. Prior experience selling to state and local government entities is strongly preferred.
Demonstrated success in building new business relationships and comfort with cold-calling and interacting with C-level executives.
Intermediate proficiency in Microsoft Office and experience with CRM software (Tigerpaw and Hubspot preferred).
Diploma required; Bachelor’s degree or higher preferred. AWS Cloud Practitioner certification to be completed within ninety (90) days of hire.
At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships.
Ability to leverage existing relationships and hit the ground running within 90 days.
ISO 9001:2015 training – to be completed within ninety (90) days of hire

Nice To Haves

At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships.
Ability to leverage existing relationships and hit the ground running within 90 days.

Responsibilities

Guide new customers through the onboarding process, ensuring a smooth transition from sales to active usage.
Assist with the implementation of the product or service, helping to configure it according to the customer's needs.
Provide training sessions and resources to help customers understand and effectively use the product.
Create and maintain documentation, tutorials, and FAQs to support customer learning.
Develop strong, trust-based relationships with customers, becoming their primary point of contact.
Understand the customer's business goals, challenges, and industry to tailor the support and guidance provided.
Monitor customer usage and engagement with the product to identify potential issues or opportunities.
Conduct regular check-ins and business reviews to ensure the customer is on track to achieve their goals.
Act as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams (e.g., product development, sales, marketing).
Collect and analyze customer feedback to identify trends and areas for improvement.
Work closely with the sales team to manage contract renewals and identify opportunities for upselling or cross-selling additional products or services.
Develop strategies to reduce churn and increase customer lifetime value.
Records and reports meaningful sales activity including: calls, emails, meetings, appointments, opportunities, wins & losses in Hubspot, Tigerpaw or other business systems.
Address customer issues and concerns promptly, coordinating with technical support and other departments as needed.
Develop and implement action plans to resolve customer problems and enhance their overall experience.