Customer Success, Customer Relationship Manager

Customer Success, Customer Relationship Manager
Audubon, PA

A leading SaaS organization is in search of a Customer Relationship Manager to join our expanding team. As a Customer Relationship Manager, you will serve as the main relationship owner for assigned clients and work with the customer on their holistic account needs.

Specifically, you will help customers onboard, adopt, and grow to help make their organization's resilience programs successful over the long term. In this role, you must be highly customer focused, excellent in communication and support, anticipatory of needs, and help to resolve issues quickly. You will be the voice of the customer and liaison back to client project and technology teams in escalating/resolving issues, coordinate new project scoped work, and shepherding projects to completion while measuring customer satisfaction. Building and maintaining strong relationships is critical to success.

The primary goal is to drive business growth and retention through high level customer satisfaction.

REQUIRED QUALIFICATIONS:

• Strong relationship development and management skills, good interpersonal skill set.
• Strong listening skills and ability to correlate customer thoughts into company action.
• Demonstrable ability to communicate, present, negotiate with and influence key stakeholders at all levels of an organization, including executive and C-level.
• Experience delivering client-focused solutions to customer needs.
• Proven ability to manage multiple complex activities at a time.
• Strong verbal and written communication skills.
• Strong customer service and organizational skills.
• Strong problem resolution and decision-making skills.
• Strong time management skills, attention to detail and outstanding follow-up skills.
• Proficiency in English.

PREFERRED QUALIFICATIONS:

• Proven work experience (3+ years) as an Account Manager, Key Account Manager, Sales Account Manager or relevant role, ideally in a SaaS environment.
• Experience in multiple industries with varying levels of program complexity/maturity.
• Solid experience with CRM software (e.g., HubSpot/Salesforce) and MS Office (particularly MS Excel) including project management software.
• Knowledge of HTML and JavaScript a plus.
• Understanding of relationship databases and data models.
• Multi-lingual.

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

req23-00898