Member Success Senior Account Specialist - Remote

Center for Internet Security

1d • $37 - $63 • Remote

About The Position

The Member Success Senior Account Specialist is a part of the Sales and Business Services department, which resides on the Member Success, state, local, tribal, and territorial (SLTT) team and reports to the Director of Member Success. As our Member Success Senior Account Specialist, you will serve as a strategic partner to assigned members, ensuring they achieve maximum value from CIS solutions and have a consistently positive experience throughout their membership lifecycle. This role will lead proactive engagement efforts, drive adoption of products and services, and strengthen overall member health through structured account management practices. In addition, while assisting members, you will take initiative to recommend and cross-sell products and services to meet member needs as identified. Having thorough knowledge of CIS products and services, as well as competitor products and services is paramount to the success of this role. In this position, you will provide exceptional service to existing customers, ensuring ongoing satisfaction and retention, and representing CIS in a professional and courteous manner. What You'll Do:

Requirements

• Bachelor's degree in a technical or business discipline
• 3+ years of customer success experience
• Proven ability to meet and exceed customer success and retention goals
• A positive attitude and strong desire for success
• Proven success in building and maintaining successful relationships with existing customers and channel partners
• Ability to resolve client concerns and issues
• Familiar with and fluent using CRM and Microsoft Office
• Ability to travel as needed
• Strong technical aptitude and the ability to communicate advanced technical concepts
• Must be authorized to work in the United States

Nice To Haves

• Relevant technical experience at a technology focused company/environment
• Strong marketing, business services, and negotiating skills
• Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

Responsibilities

• Own, drive, and manage the renewal process for a high volume of customers
• Implement member onboarding strategy to increase adoption of Information Sharing Analysis Center (ISAC) and CIS services
• Leverage basic knowledge of all ISAC and CIS services, using this knowledge to coordinate and conduct effective virtual calls and presentations to SLTTs
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure
• Communicate risk clearly and take the lead in developing resolution strategies
• Accurately maintain a forecast of renewals for your accounts
• Input and manage all accounts through Salesforce system
• Coordinate and collaborate with internal teams as necessary
• Provide timely and trackable introductions and handoffs of warm leads to support member needs and provide solutions geared for individual challenges
• Identify opportunities to cross-sell/upgrade services
• Deliver professional presentations to members via phone and web technologies
• Assist in logging and tracking support ticket requests
• Represent CIS in a general capacity and present at off-site conferences or product meetings as necessary
• Ensure reporting and communication is frequent and bi-directional
• Other tasks and responsibilities as assigned

Benefits

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level