[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. StarTech.com is a global leader in tech connectivity solutions, manufacturing a wide range of accessories designed to meet the demanding performance standards of IT professionals and businesses. The Customer Success Manager plays a critical role in building strategic relationships with IT professionals within Global 5000 organizations, driving long-term revenue growth and ensuring alignment with customer needs. This role involves developing account strategies, fostering cross-functional collaboration, and enhancing customer loyalty through tailored engagement strategies.
Responsibilities
- Build and nurture relationships with Technology professionals at high opportunity end customers
- Identify and deliver new value propositions that strengthen customer loyalty
- Systematically capture pertinent data regarding contacts, companies, and their content and product/category preferences
- Facilitate seamless cross-functional collaboration within the broader organizational matrix
Skills
- At least 10 years of experience in business development and commercial team leadership in the information technology industry, focused on connectivity hardware (preferred) or an adjacent technology focused industry
- Track record of exceptional listening, analytical and problem-solving capabilities requiring interaction with multiple departments internally and external execution across a multi-tier value chain
- Demonstrated tenacity, customer-orientation, and the ability to initiate relationships with IT decision-makers at large and/or high-potential organizations
- Demonstrated understanding of customer needs, and experience translating customer needs into business results/growth
- Experience crafting, developing, and executing cross-functional business plans that enable the collaboration of various departments and stakeholders to achieve company objectives
- Entrepreneurial disposition and a commitment to understanding customer needs, empathizing with their challenges, developing solutions and delivering exceptional customer experiences by embracing and applying the company's business model
- Ability to analyze market trends, customer needs, and competitive landscapes to develop long-term business strategies that drive revenue growth
- Familiarity with the technology industry and value chain, including an understanding of industry trends, dynamics, and the competitive landscape
- Experience in leading and motivating cross-functional teams, setting performance goals, providing feedback, and fostering collaboration
- Exceptional verbal and written communication skills, including active listening, persuasive presentation abilities, to foster relationship-building with clients and internal stakeholders
- Expertise in designing and implementing customer success strategies to drive customer loyalty, satisfaction, and growth
- Above average technical knowledge to comprehend the company's product offerings, provide technical guidance to customers, and collaborate effectively with product development teams
- Ability to manage multiple projects simultaneously, set priorities, allocate resources, and ensure timely delivery of customer success initiatives and business development activities
- Proficiency in defining and tracking key performance indicators (KPIs) to measure the success of customer success and business development efforts
- Insatiable curiosity, willingness to embrace change, work in a fast-paced environment, and quickly adapt to customer and market dynamics
- Understanding of financial concepts, profit margins, revenue forecasting, and budget management
- Proficiency in utilizing CRM tools to manage customer interactions, track sales activities, and identify growth opportunities
Company Overview