Customer Success Manager (USA Remote)

Turnitin, LLC•Chicago, IL

1d•Remote

About The Position

Engages with a group of complex customers following the onboarding and implementation stage and handles contract renewal activity, engages with significant problems and queries as an escalation point from the tech support team (handles more complex and broader problems), builds enduring relationships in the account with decision makers with whom they work to scale the account. Mentors and supports other team members. Responsible for ensuring customers get the maximum value from our solutions, retaining customers and growing usage and adoption (up-sells).

Requirements

1 to 2 years of related work experience as a Customer Success Manager, Account Manager, or sales
Results driven self-starter
Strong interpersonal, communication and negotiating skills
Demonstrated sales and objection handling skills
Strong written communication skills
Excellent phone presence

Nice To Haves

Saas or Edtech background preffered

Responsibilities

Manage the relationship for a portfolio of accounts – ensuring customer success and satisfaction as required, resolving concerns and driving for proactive positive outcomes - to boost satisfaction, increase adoption, and ensure retention.
Partners closely with customers to understand their business needs and objectives and to sell the value of Tii products against their needs. Gives robust expert support about Tii products, features and opportunities enabling customer accounts to grow. Knows customer’s histories and stories well, what do they need, why do they need it, what is their usage, is informed and ready to engage with the customer closely based on a full working knowledge of the customer’s situation.
Executes a strategic plan to expand the customer base from within the existing accounts managed. Achieves renewals and growth targets, creating self directed plans and tasks to ensure customer success and that Tii sales targets are achieved in line with the Company’s goals.
Works collaboratively to ensure customers renew with an appropriate price uplift and preferably with upsell opportunities – working with other teams to realize profitable results. Owns the customer renewal process and outcome, discusses contract terms with clients/customers and keeps track of timelines.
Effectively communicates the value proposition, telling compelling stories through proposals and presentations, in RFPs/bids and tenders and at client and user events in order to deliver business growth.
Works with all members of the GTM team to analyze customers data to identify growth opportunities and customer issues and to prepare concrete plans and campaigns, both strategic and tactical, to address issues and realize growth opportunities – continuously driving growth from existing customers and driving up adoption and usage.
Work via GTM Team members to ensure Tii are building and maintaining strong, long-lasting customer relationships – work with Technical Support etc to drive positive change for the customer.
Liaises closely with Sales/onboarding Teams to take a hand-over on key accounts, gaining a smooth introduction to enable a seamless service experience for the customer.
Work closely with Marketing regarding the communication and lead generation events required in the market/area – building a mutually agreed annual marketing/communications plan for the territory/area. Participate in team campaigns, following up with targeted clients/customers to reach goals.
Ensures that all internal systems, processes and ways of working are fully completed timely and diligently, in line with company standards, ensuring that data accuracy is always 100% and precise. This includes track/react reporting on CRM. Complete all relevant admin processes and procedures, using Tii systems – e.g. salesforce – complying with Tii standard ways of working.
Communicates effectively between the customer and Product teams, and document customer requests appropriately.
Strong team player, supports team mates and helps others whenever the opportunity to do so presents itself. Takes part in improvement projects as requested, makes proactive recommendations for change from customer feedback.
Generates referral leads for the Sales team through customer networks and relationship building.
Tracks own performance, provides general data and reports and updates as required.
Actively progress in personal development.