Customer Success Manager

Advertising Specialty Institute • Feasterville-Trevose, PA

291d • $72,000 - $80,000 • Hybrid

About The Position

ASI is the largest global provider of technology B2B services for the $26.1 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients' success every step of the way. ASI currently has a hybrid work model. This position requires in person attendance at our office. In this role, you will work together with new distributor members to understand their unique business needs and strengthen the relationship we have with them. This is achieved by focusing on communicating the value of our platforms, products and services effectively and guiding them towards achieving success in their endeavors. This position will report directly to the Director of Distributor Services. You will join our distributor sales department, offering the opportunity to collaborate with a dedicated team focused on supporting ASI distributor members. Expected on target compensation of $72,000- $80,000, with a base salary plus commission at budget.

Requirements

• Bachelor's degree preferred or equivalent work experience.
• 2 years business-to-business retention/sales experience required.
• Bilingual (English/ Spanish) is a plus.
• Collections experience is preferred.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite.
• Microsoft Dynamics experience is preferred.

Responsibilities

• Leading new distributor members through an 18-month customer journey, providing guidance and recommendations to help them build their business via required touchpoints.
• Handling onboarding calls schedule by Sr AEs/AEs through MS Bookings.
• Proactively reaching out to members to discuss business successes, challenges and conduct business reviews at regular intervals to foster strong, long lasting business relationships.
• Monitoring customer engagement scores to ensure increased usage of ASI's products and services to gain valuable insights with guiding members and encouraging more frequent usage.
• Proactively listening to recommend new services and solutions that meet a member's needs to ensure satisfaction.
• Educating members on ASI's various solutions and business resources so they can leverage them to achieve their promotional products business goals.
• Responding to members questions and/or concerns in a timely manner by utilizing retention skills to increase customer satisfaction towards retaining maximum business for ASI.
• Supporting retention efforts by reducing cancellation rates for members, including collection calls to past due members.
• Follow prescribed demonstrations with accuracy and quality to ensure that all goals are met efficiently.
• Attending trade shows as required.
• Partnering with Account Executives on customer escalations, as needed.
• Maintaining detailed records of all daily activities in Microsoft Dynamics.

Benefits

• Medical, Dental, and Vision coverage, available on day one of employment.
• Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
• 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
• Free Health and Wellness programs.
• Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
• Day one 401(k) with company match.
• Paid holidays, floating days, and paid time off (PTO).
• Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Printing and Related Support Activities
• Education Level: Bachelor's degree