• Customer Success Manager

    Job Locations US-CA-San Diego
    ID
    2019-1050
    Category
    Account Management
    Type
    Regular Full-Time
  • Overview

    At Vector Solutions, it is our distinct privilege to serve the everyday heroes who serve others – the engineers who keep our buildings safe, the manufacturers who make the products we use every day, the first responders who protect us, and the educators who take care of our children. Through our award-winning online education, safety compliance, and performance optimization solutions, our mission is to change the world by saving lives, inspiring professionals, and elevating performance.

    Our extended Vector Solutions family has grown and evolved tremendously over the past 20 years, and we have no intentions of slowing down. Our creativity and drive have taken us from a handful of employees in Tampa, Florida to more than 400 team members all over the country. We believe in fostering a positive workplace culture that attracts talent, drives engagement, increases performance, and invests in employees’ happiness and satisfaction.

    So, if you’re innovative, passionate about what you do, and driven by the need to push boundaries in order to serve the everyday heroes that serve all of us, then search for your forever career with us at Vector Solutions.

    Client Success Managers are responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. Client Success Managers oversee a sizable client base focusing on implementation, customer engagement and proactive communication, while also participating in shared team responsibilities. Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Client Success Managers have a thorough understanding of our product offerings, our clientele, and our internal processes.

    Responsibilities

    RESPONSIBILITIES:

    • Take proactive ownership of assigned set of accounts by developing professional, cooperative relationships, and ultimately be responsible that client needs are being met and exceeded
    • Implement new clients by tailoring system to meet needs of their organization
    • Build and maintain client site using back office toolset
    • Be accountable for client adoption, maintaining revenue for assigned client base
    • Develop industry expertise within assigned client base
    • Promote and expand utilization of TargetSolutions services within assigned client base
    • Work with Account Managers to align & create appropriate solutions to meet the specific needs of each client
    • Conduct product trainings for new and existing clients
    • Maintain and track all client communications through Salesforce
    • Proactively conduct strategic account reviews with all assigned customers to review service needs and usage trends. Identify products and pricing that meet customer needs and business objectives
    • Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate

    Qualifications

    REQUIREMENTS:

    • This position generally requires a BA/BS degree in a related field and 2-4 years’ experience in a
      customer-facing, service-oriented position focusing on relationship management
    • Ability to perform in a self-managed environment; must be a "self-starter" with a drive to succeed
    • Charismatic, assertive and possesses excellent interpersonal skills needed to develop strong business relationships with clients
    • A moderate understanding of strategic business issues and the ability to match client problems with
      TargetSolutions solutions
    • Proficient in Microsoft Office suite (Excel, Word, PowerPoint), G Suite (Gmail, Slides, Docs, Sheets), CRM (Salesforce), and the ability to learn additional software
    • Successful experience and confidence presenting new ideas to clients and executives
    • Service oriented attitude with a combination of outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly
    • Excellent phone and conversational skills in addition to well-developed presentation and writing skills
    • Strong work ethic and ability to work independently with minimal supervision
    • Excellent organization skills
    • Ability to adapt to new conditions, assignments, and deadlines
    • Excellent time management, goal setting and prioritization capability
    • Thrives working in a fast-paced, team environment

    BENEFITS:

    • Medical, dental and vision coverage
    • 401(k) matching
    • Generous paid time off
    • 10 paid holidays
    • Tuition reimbursement
    • Company social events

    Vector Solutions is an Equal Opportunity Employer and embraces diversity of every kind. 

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