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Customer Success Manager

Company: SugarCRM
Location: Atlanta
Posted on: February 25, 2021

Job Description:

SugarCRM is a customer experience (CX) leader enabling businesses to create profitable customer relationships by delivering highly relevant, personalized experiences throughout the customer journey. We empower companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the journey. This enables businesses to accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty. Our easy-to-use, intuitive platform makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life. Put your expert telesales, pipeline management, and customer success skills to work at SugarCRM, creating growth opportunities and securing on time, annual renewals within our customer base. We are looking for a Customer Success Manager to join our fast-paced and growing team in our Atlanta, Georgia office. As a SugarCRM Customer Success Manager you will work with SugarCRM partners and customers as the main point of contact taking full account management ownership, contract renewals and drive up-sell/cross-sell opportunities. Our ideal candidate can effectively build relationships and offer guidance for our clients on ways to leverage our CX Platform while ensuring account retention and growth. This role will take on a very consultative approach and requires strong business acumen and client-facing abilities. Tasks:

  • Ensure a great customer experience for our clients (both new and existing) post-sale with an emphasis on accelerating clients time to value.
  • Take full ownership of accounts and contract renewals/retention, while creating cross-sell and up-sell opportunities.
  • Connect and build relationships with existing clients and act as a trusted advisor with an eye for fostering high Client Satisfaction Scores.
  • Create opportunities to network both within existing accounts by unlocking contacts across new departments as well as referrals to expand our reach.
  • Meet monthly and quarterly revenue goals. Requirements:
    • We are looking for experienced candidates in the account management space who have exceptional interpersonal skills and a previous track record of growing revenue within accounts.
    • You'll Need:
    • Bachelor's Degree or equivalent minimum.
    • 2+ years of renewals and outbound telesales experience required.
    • 2-4 years of account management and/or customer success experience; you believe that the best way to support your customers is to add value to their business by helping them maximize your company's products and services.
    • Experience retaining and growing existing accounts - your clients love working with you and it shows in your numbers (as demonstrated by success with high retention and measurable account growth.)
    • Analytical savvy with a strong grasp of both sales metrics, processes, and tactics and comfortable understanding and analyzing client-based data.
    • Experience working in, and enjoying a fast-paced environment.
    • Able to articulate well - you're able to engage with people at all levels and from all backgrounds.
    • Exceptional written and verbal communication skills, externally and internally.
    • Highly motivated and ambitious - you bring a positive attitude to your work and have a professional demeanor.
    • Strong team player. We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team. Benefits and Perks: Beyond a stellar work environment, friendly people, and inspiring work, we have some great benefits and perks: - Excellent medical, dental and vision coverage for you and your family, along with other benefit plans including 401(k) match - Unlimited Paid Time Off - Wellness Reimbursement Program - Onsite Programs, depending on location, such as Dry Cleaning, Car Washes, Massage, Yoga, and more - Career & Personal Development Program - multi-platform - Ownership is the greatest self-identity at SugarCRM - you are making an immediate impact - We are a merit-based company - many opportunities to learn, excel and grow your career

Keywords: SugarCRM, Atlanta , Customer Success Manager, Executive , Atlanta, Georgia

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