Member Success Senior Account Specialist - Remote

What You'll Do: 

• Own, drive, and manage the renewal process for a high volume of customers

• Implement member onboarding strategy to increase adoption of Information Sharing Analysis Center (ISAC) and CIS services

• Leverage basic knowledge of all ISAC and CIS services, using this knowledge to coordinate and conduct effective virtual calls and presentations to SLTTs

• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure

• Communicate risk clearly and take the lead in developing resolution strategies

• Accurately maintain a forecast of renewals for your accounts

• Input and manage all accounts through Salesforce system

• Coordinate and collaborate with internal teams as necessary

• Provide timely and trackable introductions and handoffs of warm leads to support member needs and provide solutions geared for individual challenges

• Identify opportunities to cross-sell/upgrade services

• Deliver professional presentations to members via phone and web technologies

• Assist in logging and tracking support ticket requests

• Represent CIS in a general capacity and present at off-site conferences or product meetings as necessary

• Ensure reporting and communication is frequent and bi-directional

• Other tasks and responsibilities as assigned

What You'll Need:  

• Bachelor's degree in a technical or business discipline*

• 3+ years of customer success experience

• Proven ability to meet and exceed customer success and retention goals

• A positive attitude and strong desire for success

• Proven success in building and maintaining successful relationships with existing customers and channel partners

• Ability to resolve client concerns and issues

• Familiar with and fluent using CRM and Microsoft Office

• Ability to travel as needed

• Strong technical aptitude and the ability to communicate advanced technical concepts

• Must be authorized to work in the United States

It's a Plus if You Have: 

• Relevant technical experience at a technology focused company/environment

• Strong marketing, business services, and negotiating skills

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree. 

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.