Associate Customer Success Manager | CX (Remote)

InMoment
South Jordan, UT / Remote
30+ days ago
InMoment
InMoment
inmoment.com

Job Description

YOUR OPPORTUNITY

InMoment’s Mid-Market Segment is expanding and is looking for an Associate CSM to help optimize customer outcomes at scale and increase net retention. The Associate CSM is our customer’s primary point of contact responsible for proactively driving all customer post-sale activities to ensure customers receive maximum ROI. The Associate CSM will be responsible for generating post-sales success, managing customer expectations, and driving adoption through ongoing customer support for an assigned portfolio of mid-market accounts.


KEY RESPONSIBILITIES

  • Actively manage the success & retention of a portfolio of assigned high-volume mid-market customers
  • Engage 1:1 with customers during implementation and with targeted customers at critical times in the process to ensure adoption and meet future needs
  • Own your customer relationships, meeting regularly with them during and post-implementation
  • Prepare and present Quarterly and Executive Business Reviews for high-touch customers
  • Take ownership of customer issues managing a high volume of support tickets, and follow problems through to resolution
  • Prepare and oversee contract paperwork for renewals and addendums through to execution by all required parties
  • Partner internally with marketing, business development, and engineering to optimize customer implementations & resolve technical challenges
  • Leverage data analytics and metrics to assess customer health and engage proactively
  • Properly document all customer details and interactions in Salesforce
  • Uncover growth opportunities within your book of business and partner with Sr. CSM & Account Executives throughout the sales cycle to meet an upsell/cross-sell sales quota
  • Meet net retention and sales quota for your book of business on a quarterly basis
  • Be invested in making a positive impact: on your personal development, on your team, on your customers, and on the company

IDEAL EXPERIENCE

  • 1+ years of relevant work experience in a customer-facing role with customer success, account management, or sales
  • Proven management and achievement of retention and growth goals
  • Exceptional written and oral communication and presentation skills, both internally and with clients
  • Experience developing customer relationships to drive value, influence client thinking and decisions
  • Demonstrated experience working independently with minimal supervision
  • Proficiency to manage projects and perform as a team player and leader
  • Aptitude to resolve complex and diverse issues, and meet deadlines
  • Desire to grow with the Mid-Market Corporate Segment and interest in creating systems and processes that serve customers at scale
  • Ability to see patterns in data, and to “tell stories” with the findings

ABOUT INMOMENT

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our hyper-modern technology platform, decades of domain authority, and global teams of experts, we uniquely deliver a focus on Experience Improvement (XI) to help our clients own the moments that matter. Take a moment and learn more at inmoment.com


At InMoment, we believe inclusion and diversity are essential to our success. Our favorite core value is “human” and demonstrating respect and open-mindedness toward others is central to our culture. Simply put, Leave Your Mark is the brand of InMoment’s culture, but it’s also more than that—it’s a selfless way of living in all areas of life. Every moment offers a new opportunity to make an impact. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction. The question is, what mark will you choose to leave?


We thank all those who apply, however, only candidates selected for an interview will be contacted.

**Please no phone calls and no agencies/recruiters - this is a direct hire**

Source

https://www.indeed.com/jobs

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