Job description

Customer Success Manager (West Coast) Hybrid Work Model (3 days onsite, 2 days remote) Location: Either Wilmington, DE or Logan, UT Hours: Wilmington, DE- 11am-8am ET; Logan, UT- 9am-6pm MT We are currently seeking a Customer Success Manager for our Digital Brand Services (DBS) business division. As a Customer Success Manager in DBS, you will interact with decision-makers at Fortune 1000 companies and their law firms to help them grow and protect their global brands online. This position requires extensive client contact, including some face- to -face meetings, and the ability to present complex information in a clear and concise manner. To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed. What You'll Do For Us: • Build relationships with B and C-Level Executives to gain a deep understanding of customers’ business and goals/KPIs; • Proactively educate clients about industry developments and potential impacts to their business and online strategy; • Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC; • Serve as primary point of contact for account to ensure all requests and projects are completed on time and on budget; • Manage customer relationships to ensure retention and satisfaction in assigned accounts; • Partner with Sales to develop and execute on account plans; • Identify and help develop additional client contacts within assigned accounts: • Identify and generate new Sales leads; • Provide budget projections and conduct contract and price negotiations for assigned accounts; • Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams utilizing PowerPoint and Excel • Maintain thorough up-to-date notes, leads, quotations, and contracts through CRM system • Keep up to date on industry news • Network by attending industry specific events and trade shows and/or conducting company-sponsored webinars • Sharing sales, product knowledge and ideas with other team members • **This position is not commission based, but there is an incentive program for top performers** What technical skills, experience, and qualifications do you need? • 3+ years B2B Account Management experience • Comfort and experience working with B and C-level executives • A history of detail-oriented, multi-tasking in a deadline-driven, dynamic environment • Excellent analytical and problem-solving skills • Ability to think proactively and strategically to meet the clients’ needs • Relentless dedication to outstanding customer service • Ability to handle escalated client issues with a steady hand • Excellent communication and organizational skills (verbal and written), as well as ability to think quick on your feet • Strong negotiation skills and business acumen • Quick learner with a demonstrated passion for technology and the Internet ecosystem • Ability to work as part of a team and collaborate effectively with colleagues • Salesforce CRM experience preferred, but not required • Intellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not required • Multi-lingual preferred, but not required #LI-CS1 #hybrid Client Success Manager posting template

Requirements

Must-haves

Customer Success Manager (West Coast)
Hybrid Work Model (3 days onsite, 2 days remote)
Location: Either Wilmington, DE or Logan, UT
Hours: Wilmington, DE- 11am-8am ET; Logan, UT- 9am-6pm MT
What You'll Do For Us:
Build relationships with B and C-Level Executives to gain a deep understanding of customers’ business and goals/KPIs;
Proactively educate clients about industry developments and potential impacts to their business and online strategy;
Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC;
Serve as primary point of contact for account to ensure all requests and projects are completed on time and on budget;
Manage customer relationships to ensure retention and satisfaction in assigned accounts;
Partner with Sales to develop and execute on account plans;
Identify and help develop additional client contacts within assigned accounts:
Identify and generate new Sales leads;
Provide budget projections and conduct contract and price negotiations for assigned accounts;
Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams utilizing PowerPoint and Excel
Maintain thorough up-to-date notes, leads, quotations, and contracts through CRM system
Keep up to date on industry news
Network by attending industry specific events and trade shows and/or conducting company-sponsored webinars
Sharing sales, product knowledge and ideas with other team members
What technical skills, experience, and qualifications do you need?
3+ years B2B Account Management experience

Nice-to-haves

Salesforce CRM experience preferred, but not required
Intellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not required
Multi-lingual preferred, but not required

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: oracle-cloud
Effort: medium

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