SA51P3 Customer Success Manager
作为美国化学会的科学信息解决方案部门，CAS 管理了最大的精选科学知识库，并119年来帮助创新者挖掘，评估和应用这些信息以保持企业繁荣.CAS 团队是全球性的，多元化的，无限好奇心，努力让科学见解可访问世界各地的创新者.CAS 目前正在寻找在我们的销售团队中一位客户成功经理。CAS 公司将其提供给创新者一个专业技术服务，支持他们获得更多的信息。职位总结：客户成功经理 (CSM) 在指定地区负责通过识别利用产品组合和服务的机会，增长，保留，交叉销售和透到客户的机会来实现学术账户的销售目标。确定新客户机遇，跟踪销售活动，并管理销售前景的联系信息。为客户登录和咨询销售活动提供销售演示和与该领域技术专家合作伙伴。确保组织产品满足客户需求。客户成功功能通过提供高质量的客户体验，确保学术客户从 CAS 解决方案中获得价值，继续与 CAS 合作，并在适当的情况下扩大他们的关系。位置责任 CSM 确保每个客户实现了 CAS 解决方案的全部价值：·将 CAS 解决方案的完整价值实践，启用和教学学用户和客户如何实现 CAS 解决方案。· 管理分配的业务簿，并通过必要的销售和支持访问，电话，电子邮件和演讲与现有客户建立，扩大和巩固关系。• 以期在指定地区内创造，推进和关闭收入机会。·有效地识别，沟通和解决客户问题，问题和机遇。·预测和推动额外服务和覆盖水平的增长，通过进行全面的需求评估，并将这些需求匹配到适当的解决方案。· 与客户组织中最高级买家 () 的关系培养，以及与客户合作伙伴。
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CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 119 years, has helped innovators mine, assess and apply that information to keep enterprises thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.
CAS is currently seeking a Customer Success Manager on our Sales team. This position is remote and can be located anywhere in the United States.
Position Summary
The Customer Success Manager (CSM) is accountable for profitable achievement of sales objectives for Academic accounts in an assigned territory by identifying opportunities to grow, retain, cross-sell, and penetrate the customer utilizing the product portfolio and services.
Identifies new customer opportunities, tracks selling activities, and manages contact information for sales prospects. Delivers sales presentations and partners with technical specialists in the field for the purpose of customer onboarding and consultative selling activity. Ensures that organizational products meet client needs.
The Customer Success function serves the Academic community by delivering consistently high-quality customer experience, ensuring that Academic customers receive value from CAS solutions, continue to partner with CAS, and expand their relationship where appropriate.
Position Accountabilities
The CSM ensures that every customer realizes the full value of CAS solutions by:
- Onboarding, enabling, and teaching Academic users and customers how to realize the full value of CAS solutions.
- Managing an assigned book of business and building, expanding, and solidifying relationships with existing clients via necessary sales and support visits, calls, emails, and presentations, with the expectation of creating, advancing, and closing revenue opportunities within an assigned territory.
- Effectively identifying, communicating, and working through customer problems, issues, and opportunities.
- Anticipating and driving growth of additional services and coverage levels by conducting thorough needs assessments and matching these needs to the appropriate solutions.
- Cultivating relationships with the most senior buyer(s) in the client organization, as well as with day-to-day client representatives and buyers.
- Following the established sales process and consistently utilizing the CRM to document prospect interaction, ensuring efficient lead management.
- Monitoring customer dashboards, identifying risks, and acting where necessary to ensure optimal customer experience and product usage.
- Understanding the importance of timely follow-up with customers, managers, and staff, and making communication a top priority.
- Developing and maintaining workflows to maximize selling time (utilizing AI platforms and processes where available), including pre-call planning and adherence to metrics and customized scripts based on opportunity type.
- Attending and presenting at trade shows, events, and conferences.
- Adopting central AI tools to enable rapid analysis of usage data, contract information, and market data for risk and opportunity reporting.
Minimum Education/Experience/Technological Knowledge
- Bachelor’s degree (or higher) in science-related fields, business, communications, or other related disciplines
- Three or more years of sales-related experience, which could include: lead generation; inside and outside sales; business development; customer service.
- Proven track record of exceeding sales objectives and territory/account development
- Experience with CRM and opportunity management systems, preferably Salesforce.com
- Strategic thinking capabilities with strong analytical and problem-solving skills in selling science-related solutions and/or information/intellectual property that impacts performance
- Strong capacity to articulate industry-specific value proposition to address customer pain points.
- Experience with traveling for work-related projects or meetings with customers.
- Advanced level of diagnostic/consultative selling
- Demonstrated experience with virtual selling tools such as Zoom, Web-Ex, and other comparable tools
- Experience of selling into, or working within, the Academic market would be preferred, but not essential.
CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, and vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by CAS for this position now or in the future. EEO/Minority/Female/Disabled/Veteran
Originally posted on Himalayas