Customer Success Manager (Personal Services)

What You Will Do

The Customer Success Manager will be responsible for managing the customer account during the 1st year of subscription or post 1st year of subscription. Throughout the account management process, the Customer Success Manager uses online “go-to-meetings”, product education, and other sales techniques in managing and up-selling the value proposition of the product solution. Additionally, the position fields cancellation requests, and will proactively collect on past due accounts.

Your Day to Day Essential Duties

• Prepare and maintain scorecard data and develop strategy with results
• Check and identify accounts that are likely to become a bad debt or “zero balance” account and contact the clients in efforts to retain them
• Develop relationships with loyal clients; ask for their feedback and provide feedback to the appropriate teams for purpose of enhancing the customer experience
• Provide assistance in relation to classifying the efficiency level at work, determining space and developing the customer qualification list
• Ensure clients' demands to be satisfied and resolutions to be acceptable
• Conduct reviews on accounts on regular basis to evaluate clients' demands and usage of account; determine types of services/products and prices/fees satisfying the clients' needs as well as the organization's objectives
• Conduct assessments of clients' credibility and perform billing duties upon customer request and business need
• Conduct regular reviews of promotional activities to enhance the motivation and identify development potential to increase account revenue and client satisfaction
• Receive and respond to calls from the customer in relation to customer requests or questions
• Respond to customer inquiries/concerns and ensure their problems are resolved conduct follow-up tasks accordingly
• Prepare and report on market analysis, competitor analysis, and market trends
• Develop and maintain a well-coordinated internal relationship with key decision makers within the organization
• Developing and maintaining account strategies to drive adoption of our product and services
• Meeting and growing goals for assigned accounts
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform

  What You Bring to the Team

• Bachelor's Degree + 1 year of B2B sales exp OR Associates Degree and 3 years of account management or sales experience OR HS Diploma + 5 years of account management or sales experience OR 1 year of successful experience in a ConstructConnect role.
• Perpetually exhibits the ConstructConnect values.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Sales