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Posted: Tuesday, January 16, 2018 12:03 AM

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CUSTOMER SUCCESS MANAGER
IL - Westmont
Job #: 77354



The Customer Success Manager drives revenue growth in a multiplied manner by maximizing business development opportunities within existing customer relationships. This individual focuses on customers gaining optimal value from their investment allowing to mitigate churn and expand their footprint within the customer organizations


RESPONSIBILITIES:
- Accountable for the customer relationship and the account's overall health after the Sales team has completed the customer acquisition
- Establish stakeholder relationships that can be leveraged to mitigate churn, secure renewals, and achieve a positive Net Promoter Score
- Build and maintain customer advocate relationships to achieve Net Negative Churn and drive Second Order Revenue
- Generate and develop leads (upsell, cross-sell) within assigned accounts
- Engage regularly with customers to ensure continued alignment with customer's business objectives (5 customers meeting/month; 2 customer badges/year)
- Develop a solid understanding of product and services stack and articulate their competitive advantage to solve the customer's business challenges
- Drive usage and adoption across the customer organization by providing relevant communication and conducting activities educating stakeholders how to maximize the value of their investment
- Act as the point of escalation for critical customer issues particularly in managing customer expectations and determining corrective actions or prescriptive recommendations
- Collect and leverage data points to develop customer journey roadmaps as well as inform overall customer success strategies that continuously improve the customer experience


QUALIFICATIONS:
- Bachelor's Degree required, advanced degree preferred
- Minimum 5 years of experience in a business-to-business client-facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales)
- Proven track record successfully meeting revenue or profitability growth targets and expanding the company footprint within accounts through cross-selling and upselling by analysis
- Demonstrated experience working and collaborating with internal cross-functional teams (i.e. product owner, development team, sales)
- Ability to build customer relationships across functions and organizational levels throughout the entire engagement life-cycle


CONTACT:
Donn Abril
Senior Technical Recruiter
P: 630-993-3439 | E: dabril@sterling-engineering.com
Corporate Office: Two Westbrook Corporate Center Ste. 300, Westchester, IL 60154
Wisconsin Office: 125 N. Executive Dr. Ste. 101, Brookfield, WI 53005


ABOUT STERLING:
Our in-depth knowledge, industry expertise and robust talent pipeline delivers a diverse range of creative candidates for even the most complex engineering projects both nationally and internationally. As a Best of Staffing® Award winner for both Client and Talent Sterling is ranked in the top 2% of U.S. staffing companies by our employees and clients. We focus on building and maintaining long-term relationships with our clients that allow our talented teams to grow their careers through a variety of assignments that broaden their range of experience and challenge their potential. With over 1000 placements per year in over 24 states throughout the US, Sterling enjoys exclusive relationships with many of our clients and offers a wide range of opportunities on a contract, contract to hire and direct hire basis that may not be available through other avenues. We offer one of the most comprehensive benefit packages in the industry which allows us attract and retain some of the industry's top talent.

For more information visit www.sterling-engineering.com

Sterling is dedicated to providing equal employment to all qualified persons without discrimination on the basis of age, sex, color, race, national origin, religion, citizenship status, disability, pregnancy, ancestry, sexual orientation, gender identity, veteran status, arrest record, or any other legally protected status under local, state and federal law.

*77354*

• Location: Chicago, Westmont, IL

• Post ID: 86109922 chicago
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