Job Description

The Client Success Manager has ultimate accountability for customer satisfaction and expansion of ACT’s products and services. You will increase loyalty and strengthen key client relationships, identify new opportunities and maximize value to help customers grow their business. This is a fantastic opportunity to take ownership over key processes throughout the client lifecycle, interact with customers and colleagues from across the company, and proactively identify and solve problems.



CSMs own and are accountable for all aspects of the customers relationship including escalations and service issues. You'll work with clients to ensure you understand and document criteria for them to maximize their value using ACT’s products and services and own the client journey from onboarding to renewal.



Once you learn the product use cases inside and out, market positioning and competition, and develop relationships with C-Level contacts, you'll be able to proactively upsell additional products and services to your install base and attain quota targets and increase their loyalty to ACT.



A few other responsibilities:



· Identify areas of improvement in our client journey, work with the team to implement change



· Focus on improving relationships with customer detractors through root cause analysis and systemic fixes



· Collaborate cross functionally and build strong relationships with internal groups to gain support in meeting customers' needs



An ideal candidate for this role will have



· BA/BS degree in business or related field and/or equivalent experience



· Creative, high energy, entrepreneurial self-starter comfortable leading initiatives within a "startup-paced" technology company



· 3-5 years of Customer Success Management, ideally in consultative, strategic, and analytical capacity



· Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening, and questioning skills



· Strong public speaking, presentation and writing skills



· Experience managing accounts with C-level and decision maker contacts



· Deep quantitative analysis skills, with proven business insight and judgment



· Aptitude both for evaluating technical concepts and translating them into business terms, and for mapping business requirements to technical features



· Willingness to learn and take initiative to learn new technologies and concepts







Technical Requirements



· Microsoft Office Suite



· Familiarity with using a CRM



· Good overall knowledge of technology including networking systems, cloud infrastructure and workstation configurations



· Experience with security services a plus