Hiring Customer Success Agent

Mobile, Alabama
Customer Success Agent
Reports To Customer Success Manager
Position Summary

Create long-term, trusting relationships with our customers. The Customer Success Agent role is to oversee a portfolio of assigned customers to ensure customer satisfaction, develop new business from existing clients and actively seek new sales opportunities.

Roles and Responsibilities
  • Serve as the lead point of contact for all customer account management matters
  • Takes over as the main point of contact after contract is signed, through life of contract
  • Build and maintain strong, long-lasting client relationships through Quarterly meetings with every customer to ensure customer satisfaction and look for upsell opportunities
  • Manage project deployments through post deployment customer meetings to evaluate customers satisfaction with various team members engaged throughout the project
  • Generate feedback reports for department managers on team members who need improvement found in post deployment and quarterly customer meetings
  • Negotiate contract renewals 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
  • Bridges gap between customer and Project Manager / TAC for information collection, site surveys and deployment
  • 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
  • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
  • Monitors service and billing tickets and follows up to ensure customer satisfaction
  • Monitor and analyze customer’s usage of our product
  • 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
Position Requirements
  • Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role focused on customer success and satisfaction assurance
  • 1-2 years of experience
  • 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. ConnectWise Manage, 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
  • Natural relationship builder with integrity, reliability and maturity
  • Ability to prioritize among competing tasks
  • Critical thinking and problem solving skills
  • Understanding of website development, marketing, measurement and analytics, content management, digital marketing and internet technology
  • Excellent time and project management skills.
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • BA/BS degree in Business Administration, Sales or relevant field