The Client Success Manager participates in a team-selling environment and will work to develop, manage and grow relationships with the existing client and partner base and guide them through the subscription lifecycle from purchase to renewal and identifying incremental subscription sales and cross sell opportunities through the renewal process. In addition, the Client Success Manager will facilitate and maintain successful relationships with customers and partners, which will be measured by their strategic touch points of engagement prior to the customer subscription renewal. The Client Success Manager will support revenue growth by working on specific territory strategies and activities focusing on retention. The high level of activity requires the individual to balance a range of responsibilities including outbound calling for assigned subscription renewals along with a range of territory and client support activities.

ESSENTIAL DUTIES

• Responsible for all the phases of the subscription lifecycle – Client success onboarding at purchase, proactively contacting clients and partners at strategic intervals through the subscription lifecycle, assisting priority clients through technical support needs, and ensuring that clients and partners have everything need to successfully renew each year.
• Responsible for incremental growth goals through cross-sell, add-on and upgrade sales to existing customers.
• Conduct daily Client Success call campaigns to client and partner accounts in your territory to maintain retention rates and uncover new sales opportunities.
• Manage a pipeline of renewal opportunities and deliver results against monthly, quarterly and yearly forecast objectives and provide & maintain a 4 month rolling forecast and track sales activity in Salesforce.com.
• Responsible for incremental growth goals through cross-sell, add-on and upgrade sales to existing clients.
• Manage a pipeline of upgrade and cross sell opportunities and deliver results against monthly, quarterly and yearly forecast objectives, provide & maintain a 4 month rolling forecast and track sales activity in Salesforce.com.
• Oversee the generation of renewal letters, quotes and agreements for the clients and partners in the territory.
• Follow up in a timely manner on all Client inquiries.
• Take the initiative to thoroughly learn the market (competitors, products, and services available).
• Use knowledge of company products and services to provide client and reseller partners with information and promote cross and upgrade product sales.

EDUCATION AND/OR CERTIFICATION REQUIREMENTS

• Two or Four-year college degree desired

REQUIRED SKILLS

• Professional business-to-business inside sales experience (3yrs strongly desired)
• IT Channel experience (1yr strongly desired)
• Technical sales experience
• Should be a team player with excellent communication/written skills
• Proven successful experience with pipeline management with cross-sell and up-sell pipeline build
• Strong account management, customer service, sales, and closing skills
• Excellent negotiation and communication skills both in person and virtually
• Excellent business partnering skills
• Strong phone presence
• Proven track record in inside sales with meeting or exceeding goals
• Ability to work independently and in a team environment
• Successful quota-carrying experience within inside corporate sales
• Detailed oriented, well organized, punctual, and must be able to keep up-to-date records on accounts and opportunities

PREFERRED SKILLS

• Microsoft Office
• Salesforce – strongly desired
• Email Security Software knowledge strongly desired
• ACCOUNTABILITY AND PERFORMANCE MEASURES
• Achieves assigned sales quota in designated territory
• Meets assigned expectations for profitability
• Meets required KPIs
• Ensure all opportunities are well documented and updated in Salesforce
• Maintains high partner satisfaction ratings that meet company standards
• Completes strategic touch points with clients and partners during the subscription lifecycle
• Participate in web-based product demonstrations
• Completes required training and development objectives within the assigned time frame