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Customer Success Manager

Company: ZoomInfo Technologies LLC
Location: Vancouver
Posted on: April 2, 2021

Job Description:

DiscoverOrg is looking for an experienced, passionate, results oriented Customer Success Manager who will drive product adoption, deliver high levels of business value, and cultivate deep customer relationships with some of the world's most iconic companies. This energetic leader will be responsible for all aspects of Customer Success Manager adoption, customer success planning, renewals and expansion sales. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers. The Customer Success Manager will be accountable for driving customer adoption and success by providing oversight, adoption recommendations, identifying new sales opportunities and risk management. You will perform routine health checks and ensure our customers receive the most ROI from their investment in DiscoverOrg thereby minimizing churn of your assigned customers. The success of this role means higher customer satisfaction, retention and expansion of DiscoverOrg's business.--We work hard, take our commitments seriously, and have fun doing it!-- Reports to:Vice President, Customer Success Job Duties and Responsibilities:

  • Act as an extension of the customer, being a proactive advocate within DiscoverOrg and the customer to accomplish defined objectives
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
  • Proactively grow the breadth and depth of strategic relationships within assigned customers
  • Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption
  • Closely manage and nurture accounts to identify and eliminate risk of attrition
  • Partner with internal DiscoverOrg stakeholders to align account activities with the customer's business case and strategy
  • Expand DiscoverOrg sales in assigned customers by identifying and executing cross-sell/up-sell opportunities of product and services
  • Establish trusting relationships with customers, sustaining relationships through the full life cycle of their subscription ensuring success
  • Ensure customers are aware of and educated on new features and releases
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs
  • Deliver periodic customer health-checks
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of DiscoverOrg products and services Desired Skills & Experience:
    • Broad knowledge and experience in Sales and Marketing processes and systems
    • General knowledge of cloud architecture as well as IT landscape a plus
    • Thrives in a fast paced environment
    • Excellent communication skills, including issue tracking, triaging and crisis management
    • Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards
    • Experience with Sales and Marketing technology such as Marketo, Salesfore.com, etc.
    • Ability to efficiently manage multiple customer projects simultaneously
    • A desire and aptitude to learn, master, and teach
    • A team player and always looking to improve the department/company
    • Awesome sense of humor
    • Ability to travel up to 25% Education, Training and Certification:
      • Bachelor's Degree or MBA a plus
      • 3+ years of customer success experience in SaaS organization

Keywords: ZoomInfo Technologies LLC, Vancouver , Customer Success Manager, Executive , Vancouver, Washington

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