Customer Success Manager
Location: Spokane, WA & San Luis Obispo, CA
We are looking for a Customer Success Manager (CSM) to create long-term, trusting relationships with our customers. The CSM’s role is to oversee a portfolio of assigned customers, ensure those customers are getting the most value using Quivers, and develop new business from existing clients.
CSM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports. CSMs also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience. This position will require occasional travel.
Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas. Ultimately, a successful CSM should collaborate with our sales team to achieve quotas while keeping our clients satisfied and engaged with our products and services in the long-run.
To apply please email your resume, cover letter and three references to firstname.lastname@example.org.
Optimal Characteristics & Qualities
An attitude and continual willingness to go the extra mile to delight the customer
Detail, tracking, and process oriented
Strong technical problem-solving skills
Solutions based on what is best for the company and our customer’s success
Reliable with excellent punctuality and attendance
Positive attitude and professional demeanor
An eagerness to learn and expand beyond current personal abilities
Scope of Responsibilities
Serve as the lead point of contact for all customer account management matters
Build and maintain strong, long-lasting client relationships
Negotiate contracts and close agreements to maximize profits
Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
Increase and support digital marketing initiatives including PPC and SEO
Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
Prepare reports on account status
Collaborate with sales team to identify and grow opportunities within territory
Assist with challenging client requests or issue escalations as needed
Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
Experience delivering client-focused solutions to customer needs
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
BA/BS degree in Business Administration, Sales or relevant field
With the Quivers complete omnichannel commerce SaaS solution, we are empowering brands to control the online-to-offline consumer shopping experience, leveraging retailers to help in the fulfillment process. Our mission is to provide brands with the freedom to choose where to sell online, how to merchandise, and who fulfills the orders.
Since our journey began, we’ve been fortunate to work with many well-known brands as clients across a variety of different industries from sporting goods and automotive to footwear and consumer electronics. Our goal is to push the limits, striving to meet our clients ever changing business environments to ensure they are setup for success in the future. We still consider ourselves a startup, always looking for ways to improve our solution, our business, and ultimately, our clients.
To learn more, visit www.quivers.com