Client Services Manager

Summary

Join Certus as a Client Services Manager and be responsible for maintaining and expanding our online training platform's renewal customers. You will drive retention, customer satisfaction, and ACV growth in your assigned territory. This role requires a highly motivated client relationship professional to maximize sales potential and build customer loyalty. You will achieve sales retention quotas and KPIs, establish productive relationships with key contacts, and assess customer software usage. The position involves understanding customer needs, conducting software demonstrations, coordinating company resources, and developing renewal contract proposals. You will also collaborate with the sales team and manage customer profiles in Salesforce.com.

Requirements

• Strong B2B consultative selling experience
• Proven track record of developing and maintaining strong customer relationships based upon software as a service value propositions
• Experience managing a large territory of accounts
• Ability to drive product utilization through exceptional follow-up and customer communication
• Capacity to sell cross functionally at many levels of an organization
• Proficiency with MS Office Suite and CRM, Salesforce.com preferred
• Excellent work ethic, tenacity, and the ability to multi-task
• Organized with good time management and problem-solving skills
• Must be a self-starter with the ability to work independently in an energetic team environment

Responsibilities

• Achieve territory sales retention quota and Key Performance Indicators (KPIs)
• Establish productive relationships with outbound calling to all key contacts
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis
• Understand customer needs and issues and align product features as appropriate. Articulate value by conducting effective software demonstrations through web meetings and conference calls
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives
• Develop and manage annual renewal contract proposals
• Provide strategic direction to help clients meet business goals, overcome objections and impediments
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends
• Drive new business within customer accounts
• Drive and support customer usage of LMS platform
• Maintain a 93% renewal retention rate

Benefits

• Base pay plus commission. Base pay will be between $50,000/year. Quarterly commissions are expected to be between $10,000 - $15,000/quarter based on meeting quotas
• Remote work