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GLORY · 17 hours ago

Customer Success Account Manager

United States

Full-time

Remote

Mid Level

$86K/yr - $107K/yr

GLORY is a global leader in customer experience automation, transforming businesses with innovative solutions. The Customer Success Account Manager role focuses on building and maintaining strong customer relationships to ensure their success with the company's products, driving retention and satisfaction.

ElectronicsHardwareInformation TechnologyProperty ManagementRetailSoftwareTraining

Responsibilities

Build and maintain long-term relationships with key customer stakeholders by serving as their primary point of contact

Act as the "voice of the customer" internally, communicating their needs, feedback, and pain points to other teams like sales, product, and support

Regularly check in with customers to monitor their progress, ensure they are getting value, and resolve issues before they become major problems

Help customers define and achieve their business goals by creating success plans, providing product recommendations, and guiding them on best practices

Guide new customers through the onboarding process and ensure they have the resources and training to effectively use the product or service

Monitor customer health metrics, identify potential risks for churn, and develop strategies to retain business and drive retention

Generate customer success reports, track key performance indicators (KPIs), and report on customer outcomes

Work closely with sales, technical support, product, and other teams to ensure smooth product delivery and to address customer feedback

Maintain accurate customer solution data in the installation database

Manage the renewal process for service contracts

Provide regular reporting on service calls, preventive maintenance, and overall service performance

Define and manage customer-specific reporting requirements and schedules

Coordinate invoice and payment processes with internal teams

Distribute product bulletins and updates to customers

Communicate shipment status of products and services

Collaborate with internal departments to address and resolve customer requests

Provide updates on installation project progress and escalated issues

Customer escalation point-of-contact for assigned accounts

Cultivate and maintain relevant customer relationships within client’s organizations to insure smooth delivery of products, services and payment

Responsible for tracking, reporting and improving customer SLA’s and KPI’s

Responsible for conducting monthly/quarterly/annual account performance reviews

Regular review and reporting on any account-related credits or invoicing collection efforts

Effectively communicate account strategies ensuring consistent execution across all regions

Develop and provide responses to customer-related RFPs & RFIs as assigned

Ensure long term development and retention of assigned strategic customers

Other tasks as directed by the Vice President of Customer Success Account Management

Qualification

Account Management SkillsTechnical proficiencyAnalytical skillsSales/Service acumenProject managementCommunication skillsInterpersonal skillsProblem-solving

Required

Strong abilities to build rapport and communicate effectively with customers and internal teams

Experience in contract negotiations, presenting to and interfacing with senior-level operational executives is a must

Familiarity with CRM software, Smartsheet, and other customer support tools

Ability to analyze customer data to understand trends and inform strategies

Skills to manage multiple client projects simultaneously

Understanding of sales principles to identify opportunities for upsell or cross-sell and End User service-related principles

Ability to identify and proactively solve customer pain points

may include up 50% travel

A bachelor's degree in a related field, such as Business or Marketing, is preferable and/or equivalent experience

Benefits

401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution

Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield

Paid Parental Leave

MDLive – 24/7 Virtual Doctor plus a Nurse Line

Dental insurance

Vision insurance

FSA / Dependent Care

Voluntary Life Insurance

Basic Life insurance and AD&D – Company paid

Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid

Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service

Paid Sick days based on City/State requirements

Paid Holidays – 9 to 11 days based on start date

Professional development assistance

Education assistance

Adoption Assistance

Legal and ID Theft plans

Annual Bonus opportunity

Opportunities for internal promotions/career advancement