Customer Success Manager

Austin, TX, United States

Have you lead a team of inside sales professionals? Have you got experience with client management, negotiating SLAs and SOW? Are you passionate about improving the sales process?

As the Customer Success and Inside Sales Manager (CSM), you will play a vital role in the growth and development of our Inside Sales business by leading and supporting the day-to-day operations of a successful team to exceed customer expectations. In addition to team duties, the CSM plays a critical function in maintaining and strengthening the close relationship with our client executive teams through regular communication and presentations.

The CSM will understand and manage a designated client program(s), ensuring the team’s achievement of KPIs and SLAs through in-depth knowledge of their products, systems, and go-to-market strategies. Working with the rest of the business’s product and operations functions, the CSM will help to uncover new ways to add value to our clients, improve our product offerings, and ensure the development of individuals to achieve their potential within the program.

What You Will Do

Client Relationship Management

Build a strong understanding of client(s) needs through detailed awareness of their brand positioning, customers, products, business objectives and culture

Create and deliver routine presentations to client executive teams containing status reporting of team activities against program targets, including timely feedback on trends and issues, collating and communicating all information effectively

Deliver value and communicate ROI for our clients throughout the customer lifecycle

Account Management

Identify, define, and create standardized workflow procedures, ensuring individuals adhere to team processes and procedures

Drive retention and growth among our most valuable clients by understanding their business needs and strategy, representing the voice of customer in informing our sales lab process and product roadmap

Routinely meet with senior management team regarding program success and possible program upsell opportunities.

Operations Management

Develop and maintain up-to-date knowledge of clients processes, tools, methodologies and KPIs/SLAs

Perform Quality Assurance review of team activities and opportunities

Lead internal and external teams to conceptualize lab experiments, assist in the documentation of key plays, and deliver that ‘winning’ knowledge back to client’s sales and marketing teams

Leadership

Lead a team of 10-15 inside sales professionals to exceed their quality and metric goals and targets through daily coaching, monitoring and performance evaluations and development plans

Perform Quality Assurance review of team activities and opportunities

Ensure team members adhere to company policy standards

Help team members create Professional Development Plans along with Sales Trainer to further their personal and professional goals

Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort, building morale and unity

What You Bring

Background

2 or more years’ inside sales management experience required, preferably in lead generation/ hunting environ

At least 1 year of experience building and maintaining relationships with enterprise organizations in a customer success, relationship, or account management capacity

Experience in consultative selling of SaaS, Cloud, or other technical products/services

A proven track record of delivering to target sales achievement standards, and leading others to the same.

Experience with using social media for prospecting and lead generation including social selling

Bachelor’s Degree or equivalent combination of education and experience preferred

Technical Skills

Advanced proficiency in Microsoft Office Suite including Excel, Outlook, PowerPoint and Word

Experience with CRM task management tools required. Familiarity with Salesforce, Salesloft, Outreach, etc. strongly preferred

Ability to analyze sales call recordings and objectively identify areas of improvement

Ability to analyze and standardize large amounts of raw data from various time periods and create summary trend reports.

Ability to create and execute sales strategies that impact sales results

Organizational And Leadership Skills

Highly organized, collaborative, and detail oriented with a results-driven work ethic

Positive and passionate attitude with a desire to help customers reach their goals

Ability to communicate professionally both verbally and written with employees at all levels of the organization, including C-level

Ability to manage multiple Senior Sales Reps in role and communicate a cohesive organizational message across all teams

Self-motivation to improve knowledge and skills through personal research and development

Strong leadership skills including the ability to improve others’ performance through motivating and developing techniques and one-on-one coaching. Able to demonstrate improving a team’s performance through enhanced processes

Ability to work well under pressure and react positively to changes in business needs

What’s In It For You?

Competitive salary

Great benefits, including medical and dental insurance, paid time off, 401K company match, and tuition reimbursement

Growth opportunities

Training and support

Join a global team with 100 years of experience and the flexibility of a start-up

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Harte Hanks is a global marketing services firm specializing in multi-channel marketing solutions that connect our clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, Harte Hanks offers end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, direct mail, and contact center. From visionary thinking to tactical execution Harte Hanks delivers smarter customer interactions for some of the world’s leading brands.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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