Customer Success Manager

Customer Success Manager

Job Description

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.

Since the demand for our training has soared, we have an immediate need to expand our Customer Success Team. Reporting to the Director, Customer Success, the Customer Success Manager is responsible for proactive customer outreach and delivery of superior customer experiences that ensure our customers realize the value from our product. This role will focus on expanding our relationships and annual revenue from our existing client base by increasing user licenses, recommending additional courses, and ensuring our clients renew their partnership with Traliant.  

This is a fantastic opportunity to join a hyper-growth company with an award-winning product and an awesome team.

Key Responsibilities

• Manage a portfolio of clients, ensuring customer retention and high satisfaction.
• Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and continuous showcase of value.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Drive customer interaction across the customer lifecycle to ensure adoption of products, expansion opportunities, and retention.
• Deliver client business reviews to measure progress, assess key trends and emphasize value.
• Work with internal stakeholders to ensure high dollar over dollar renewal rates during both expire and auto renewal anniversaries.
• Manage resolution and escalation of on-going support issues to relevant stakeholders (internal & external)
• Develop up-sell opportunities.
• Build client relationships by fostering partnerships of success. Develop and enhance client Learning Program initiatives and facilitate the resolution of client problems and concerns.

Required Skills and Experience:

• 2 years of Sales or Account Management experience in a quota carrying role.
• Experience selling SaaS solutions to a variety of market verticals.
• Embraces and thrives in a culture of transparency, accountability and trust.
• Passionate self-starter with ability to work independently, prioritize work and coordinate multiple tasks within tight time constraints.
• Ability to establish strong internal and external relationships.
• Ability to perform in a dynamic and fast-paced environment.
• Demonstrated ability to accurately forecast monthly, quarterly, and annual revenue.
• Ability to work independently, as well as work collaboratively with the team.
• Goal-oriented and ambitious, with capacity and drive to reach and exceed quotas.
• Proficiency with Microsoft Office programs – Outlook, Teams, Excel, PowerPoint. Experience with Salesforce preferred.
• Comfortable being on camera during internal and external meetings.
• Proven ability to manage time and workload from a remote/home based office.

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 and paid holidays
• Employer paid life, short term and long term disability insurance
• Paid Parental Leave
• Discounts on entertainment
• Wellness program
• Pet insurance
• EAP for you and your household

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.