Customer Success Manager

Traliant is an award-winning online training company that has been ranked on Deloitte’s 2020 and 2021 Technology Fast 500 as well as named on Inc. 5000's America's Fastest Growing Private Companies. Chosen by over 8,000 organizations across industries and geographies, our solutions guide behavior to create a positive work culture and align teams to unleash progress.

As a Customer Success Manager (CSM), your primary responsibility is to ensure the satisfaction, success, and renewal of our small and medium sized (SMB) customers throughout their journey with our company. You will act as the main point of contact for clients and will manage a large portfolio of accounts by introducing automation into your day-to-day process. 

Key Responsibilities:

• Regularly communicate with clients to understand their needs, concerns, and objectives, by leveraging automation.
• Proactively identify and close opportunities to upsell or cross-sell products or services that align with client goals.
• Gain new business referrals and references.
• Monitor client progress and offer additional support or resources as needed to maximize their utilization of our offerings.
• Deploy automation to manage large portfolio of SMB and mid-market accounts.
• Employ best practices to reduce customer churn.
• Act as the primary point of contact for resolving client inquiries and concerns, in a timely and effective manner.
• Act as the “voice of the customer” internally and use customer feedback/insights to drive the customer experience.
• Collaborate with internal teams, such as product development or technical support, to address complex client issues and ensure swift resolution.
• Document and track client interactions and resolutions using Salesforce, Gong or other designated systems.
• Gather feedback from clients regarding their experiences, challenges, and suggestions for improvement.
• Advocate for clients' needs and preferences within the company, influencing product development and service enhancements.
• Serve as a vocal supporter and promoter of our company and offerings, both internally and externally, to drive customer loyalty and referrals.

Required Skills & Experience:

• 3-5 years of proven experience and success in a b2b customer-facing role, such as customer success, account management, or sales, preferably in a scaled role.
• Excellent interpersonal and communication skills, with the ability to build rapport and effectively convey complex information to diverse audiences.
• Strong problem-solving abilities, with a proactive and solutions-oriented mindset.
• At least 3 years of experience using Salesforce as a CRM, and at least 1 year of experience using Gong and automated e-mail cadence tools (ie Salesloft, Gong Engage). 
• Experience using automation to deliver sales results.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously, and strong pipeline management.
• A passion for delivering exceptional customer experiences and driving positive outcomes for clients and the business.

Compensation: $65,000 annual base salary plus eligible to earn commissions on closed sales. On target earnings (OTE) equal to $95,000 annually (base plus commissions.)

Benefits:

• Medical, dental and vision insurance
• 401K
• Generous PTO, paid holidays, and paid volunteer hours
• Employer paid life, short term and long term disability insurance
• Paid Parental Leave
• Weekends start at 3PM on Fridays
• Employee Resource Groups
• Discounts on entertainment
• Wellness program
• Pet insurance
• EAP for you and your household
• Company swag!

Supervisory Responsibilities: This role does not have any direct reports.

Physical demands: These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. If an employee is unable to perform the essential functions of the position, Traliant will evaluate whether a reasonable accommodation can be made to enable the employee to perform the described essential functions of the position. Generally, due to the nature of this position, while performing the responsibilities of the position, the employee is required to talk, see and hear. The employee is often required to sit and use their hands and fingers, to handle or feel.

Traliant reserves the right to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At-Will.”

Position type and expected hours of work: Full time. Fully remote. Work schedule Monday - Friday, regular business hours. While performing the duties of this job, the employee will work in a professional, fast paced environment that may require additional hours to complete work.

Traliant is an equal opportunity employer committed to diversity and inclusion.

Qualified individuals who bring diverse perspectives to the workplace are especially encouraged to apply.