Customer Success Manager

Customer Success Manager (West Coast)Hybrid Work Model (3 days onsite, 2 days remote) Location: Either Wilmington, DE or Logan, UTHours: Wilmington, DE- 11am-8am ET; Logan, UT- 9am-6pm MTWe are currently seeking a Customer Success Manager for our Digital Brand Services (DBS) business division. As a Customer Success Manager in DBS, you will interact with decision-makers at Fortune 1000 companies and their law firms to help them grow and protect their global brands online. This position requires extensive client contact, including some face-to-face meetings, and the ability to present complex information in a clear and concise manner.

To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed.What You'll Do For Us:Build relationships with B and C-Level Executives to gain a deep understanding of customers' business and goals/KPIs;Proactively educate clients about industry developments and potential impacts to their business and online strategy;Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC;Serve as primary point of contact for account to ensure all requests and projects are completed on time and on budget;Manage customer relationships to ensure retention and satisfaction in assigned accounts;Partner with Sales to develop and execute on account plans;Identify and help develop additional client contacts within assigned accounts:Identify and generate new Sales leads;Provide budget projections and conduct contract and price negotiations for assigned accounts;Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams utilizing PowerPoint and ExcelMaintain thorough up-to-date notes, leads, quotations, and contracts through CRM systemKeep up to date on industry newsNetwork by attending industry specific events and trade shows and/or conducting company-sponsored webinarsSharing sales, product knowledge and ideas with other team membersThis position is not commission based, but there is an incentive program for top performersWhat Technical Skills, Experience, and Qualifications Do You Need?3+ years B2B Account Management experienceComfort and experience working with B and C-level executivesA history of detail-oriented, multi-tasking in a deadline-driven, dynamic environmentExcellent analytical and problem-solving skillsAbility to think proactively and strategically to meet the clients' needsRelentless dedication to outstanding customer serviceAbility to handle escalated client issues with a steady handExcellent communication and organizational skills (verbal and written), as well as ability to think quick on your feetStrong negotiation skills and business acumenQuick learner with a demonstrated passion for technology and the Internet ecosystemAbility to work as part of a team and collaborate effectively with colleaguesSalesforce CRM experience preferred, but not requiredIntellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not requiredMulti-lingual preferred, but not required