Customer Success Manager (CSM) Job at Netrix LLC
Customer Success Manager (CSM)
PRIMARY DUTIES AND RESPONSIBILITIES
Key Responsibilities include:
PRIMARY DUTIES AND RESPONSIBILITIES
Key Responsibilities include:
- Deliver continuity of co-owned customer relationships through renewing contracts, upsell/cross-sell activities and constant customer contact on both individual and collective basis
- Meeting, and beating, assigned renewal quota and customer churn reduction targets
- Be a trusted advisor to the customer. Manage outcomes using data and customer knowledge.
- Know Your Customer: Business model, people, goals, projects, timelines, IT, and more.
- Anticipate the needs of the customer and their next steps in the lifecycle journey with Netrix
- Advocate for the customer by sharing information/data with Netrix customer facing teams
- Work as member of account team (Account Executives, Inside Sales & more): Co-own 250+ accounts
- Gauge customer engagement through analytics and suggest, as well as initiate, appropriate actions
- Provide insights to customers to ensure they recognize value from Netrix products and services
- Handle and resolve customer requests, concerns, billing inquiries, escalations, etc.
- Advocate new solutions or products to improve customer’s operations and growth.
- Represent Netrix to customers through the Advise, Build & Manage customer journey stages
SKILLS/QUALIFICATIONS/WORKING CONDITIONS
Minimum Skills & Qualifications:
Minimum Skills & Qualifications:
- Bachelor’s degree or equivalent experience required
- 3+ years customer success or account management experience in SaaS/software or IT services company
- Professional written and verbal communication skills across various channels
- Excellent time management and organizational skills
- Strong listening and interpretation skills
- Customer-centric, self-sufficient and dependable
- Effective team player, quick learner, and self-motivated
- Proficient with the use of Microsoft Office products (Outlook, Word, Power Point, Excel, etc.)
Preferred Skills & Qualifications:
- Comfortable with unfamiliar situations, developing creative solutions, deescalating critical issues, and ensuring customers are positioned for success and poised for growth
- Data analytics skills to help identify trends and improve process efficiencies
- Experience with Salesforce a plus
- Strong working knowledge of IT solutions field a plus
- Technology and solutions knowledge to provide guidance to customers with known and unknown needs
Desired Personal Profile:
- Self-starter able to collaborate actively with others in a cross-functional team
- Flexible and able to work independently, managing multiple tasks at any given time
- “Roll-up your sleeves” attitude to get things done
- Lead by example attitude
- Empathy and ability to identify with a user mindset and understand business needs
Netrix is an expert technology resource for all cybersecurity and IT design, integration, maintenance, and management needs and are committed to the complete satisfaction of all our clients. Our experienced professionals hold certifications in leading technologies such as Cisco, Microsoft, Juniper, Citrix, VMware, EMC, HP, Palo Alto, Fortinet, AWS, and many more.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500 detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
To learn more about Netrix Global, please go to www.netrixglobal.com.
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