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About the Role
The Customer Success Manager ensures customers achieve their desired outcomes using the company's products or services, driving satisfaction, retention, and growth. This role is crucial for making an impact within communities by providing knowledge, resources, and innovative solutions to resolve critical challenges directly impacting citizens.
Responsibilities
- Guide new customers through the onboarding process, ensuring a smooth transition from sales to active usage.
- Assist with the implementation of the product or service, configuring it according to customer needs.
- Provide training sessions and resources to help customers understand and effectively use the product.
- Create and maintain documentation, tutorials, and FAQs to support customer learning.
- Develop strong, trust-based relationships with customers, becoming their primary point of contact.
- Understand customer business goals, challenges, and industry to tailor support and guidance.
- Monitor customer usage and engagement to identify potential issues or opportunities.
- Conduct regular check-ins and business reviews to ensure customers are on track to achieve their goals.
- Act as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams.
- Collect and analyze customer feedback to identify trends and areas for improvement.
- Manage contract renewals and identify opportunities for upselling or cross-selling additional products or services.
- Develop strategies to reduce churn and increase customer lifetime value.
- Record and report meaningful sales activity including: calls, emails, meetings, appointments, opportunities, wins & losses in Hubspot, Tigerpaw or other business systems.
- Address customer issues and concerns promptly, coordinating with technical support and other departments.
- Develop and implement action plans to resolve customer problems and enhance their overall experience.
Requirements
- 5+ years of B2B sales experience with a proven track record of exceeding sales quotas.
- 2+ years of experience selling IaaS (AWS, Azure, GCP), SaaS, and security solutions.
- Thorough understanding of IT terminology, with the ability to translate technical concepts for non-technical stakeholders.
- Prior experience selling to state and local government entities is strongly preferred.
- Demonstrated success in building new business relationships.
- Comfort with cold-calling and interacting with C-level executives.
- Intermediate proficiency in Microsoft Office.
- Experience with CRM software (Tigerpaw and Hubspot preferred).
- At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships.
- Ability to leverage existing relationships and hit the ground running within 90 days.
- Diploma required.
- AWS Cloud Practitioner certification to be completed within ninety (90) days of hire.
- ISO 9001:2015 training to be completed within ninety (90) days of hire.
Skills
- B2B sales
- IaaS sales
- SaaS sales
- Security solutions sales
- IT terminology
- Technical concept translation
- Government sales
- Relationship building
- Cold-calling
- C-level executive interaction
- Microsoft Office
- CRM software
- Solution selling
- Numbers Driven
- Competitive
- Persistent
- Independent
- Trusted Advisor
- Positive Attitude
- Team Oriented
- Adaptable
Location
- Remote
- New York
Work Type
- Remote
- Full-time
Experience Level
- 5+ years of B2B sales
- 2+ years of IaaS, SaaS, and security solutions sales
- 3+ years of government entity solution selling
Education Level
- Diploma
- Bachelor’s degree or higher preferred
- AWS Cloud Practitioner certification
- ISO 9001:2015 training
Salary/Compensations
- Base salary + commission/bonus incentives
Benefits
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Long-term and Short-term Disability Insurance
- 401k Plan
- Paid Vacation Days
- Paid Sick Days
- Paid Holidays
- Dog-friendly corporate office
- Wellness incentives
- Referral bonuses
About the Company
- Our mission is to make an impact within communities by providing the knowledge, resources and innovative solutions delivered through an alliance of Information Technology Integrators, Independent Software Vendors, and Cloud Providers with a common vision in resolving critical challenges directly impacting citizens.
- Join our dynamic Public Sector Cloud Services division where your passion for innovation and dedication to mission success will shine.
- We are a leading provider of cloud solutions, empowering state, local, education (SLED), federal government, and commercial enterprises with cutting-edge technology.
- We have top-tier authorizations from major Cloud OEMs such as AWS, Microsoft, Google, Oracle, IBM, and Equinix, and contract vehicles including NASPO ValuePoint, Omnia, and NASA SEWP-V.
- We are poised for exponential growth.
- Become a trusted advisor and mission partner to some of the largest federal and state agencies.