Customer Success Channel Manager
Netradyne
๐ต $85k-$115k
๐Remote - United States
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Job highlights
Summary
Join Netradyne as a Customer Success Channel Manager and play a vital role in expanding our channel and insurance programs. You will be the primary contact for clients, managing their relationships and ensuring program success. Responsibilities include leading platform deployment, optimizing performance, and acting as a subject matter expert. You will conduct regular business reviews, build strong client relationships, and collaborate with cross-functional teams. The goal is to retain and grow clients, maximizing annual recurring revenue. This position requires experience in channel management, customer success, or account management within a software solution environment.
Requirements
- Minimum of 4 years of experience as a Channel Manager, Customer Success Manager or Account Manager in a software solution and ongoing relationship management role, with a proven, demonstratable track record of success in managing a book of business
- Minimum 3 years of experience using a CRM/Customer Success Solution (Salesforce, Gainsight) to summarize and plan customer interactions and create and track add-on and renewal opportunities
- Bachelor's degree in a technical discipline or equivalent level of training/experience
- Excellent verbal and written communication, organizational, and interpersonal skills, with experience in hosting webinars and meetings
- Knowledge of channel-partner workflows and insurance subsidy programs
- Demonstratable ability to present technical topics and programmatic directives to a customer leadership team
- Experience with pricing, negotiations, and sales practices in SAAS environments
- Strong ability to build and nurture positive relationships with clients across all levels of their organization, including c-level executives
- Ability to work in a fast-paced and dynamic environment, with a flexible and quick-to-adapt mindset
- Proven ability to solve challenges, develop creative solutions, and provide strong consultative direction
Responsibilities
- Manage high-level relationships with customer channel partners and insurance program sponsors
- Aggregate and provide appropriate key performance indicator reporting for subsidy programs
- Collaborate with insurance partners regularly to provide program feedback and performance details
- Serve as a resource for CSMs managing insurance/channel related customers with regard to program specifics and expectations
- Lead the deployment and optimization of our platform to meet the unique needs and goals of each partner, ensuring maximum ROI and business outcomes
- Conduct regular Executive Business Reviews with customer channel partners and insurance program sponsors to identify customer opportunities and provide ongoing reinforcement of value, KPI adherence, and strategic program recommendations
- Act as a subject matter expert and consult with clients on change management, coaching workflows, communication planning, and other related topics
- Establish and maintain a consistent cadence of customer touchpoints to expand and deepen our relationships and grow customer loyalty
- Establish a trusted advisor relationship across the clientโs organization, from executive sponsors to day-to-day contacts to ensure customers recognize the value they are realizing from our products and services
- Provide a voice for your customers and act as a single point of contact to coordinate cross-functional teams internally to drive toward expedient customer-centric decisions and problem resolutions
- Work with cross-functional international teams to deliver outstanding customer satisfaction (Sales, Support, Product, Prof Services, etc)
- Act as a liaison between Netradyne (product management, operations, professional services, etc) and clients, with emphasis on communicating roadmap and providing client feedback to improve our products and services
- Leverage customer relationships for prospect and event references
- Track account activities in Gainsight, complete Calls-to-Action, and proactively monitor your customerโs health via Health Scoring
Benefits
- Salary $85,500 - $115,000
- Yearly Bonus
- Company Paid Health Care, Dental, and Vision Coverage
- Three Health Care Plan Options
- Generous PTO and Sick Leave
- 401(K)
- Disability and Life Insurance Benefits
- $50 phone stipend per pay period
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