Client Success Manager
SiriusDecisions is the leading global B2B research and advisory firm. We deliver the actionable intelligence, transformative frameworks and expert guidance that equip executives to modernize and elevate sales, marketing and product performance. We are seeking a Client Success Manager with a college degree and one to two years of client service or business experience in a customer-facing role.
- Facilitate Inquiry Management Process (80%): The Client Success Manager (CSM) is responsible for the day-to-day support of the client accounts. This includes making sure that client inquiries are fulfilled by SiriusDecisions Analysts. It also includes driving usage of services and ensuring that clients receive quality service while taking advantage of our products and solutions. Client satisfaction is critical to the Client Success Manager's success. You will schedule analyst inquiries with clients on a regular basis to discuss their key areas of focus, take detailed notes, create and map out solutions to support client needs and provide continuous follow-up.
- Uncover Up-sell/Cross-sell Opportunities (10%): The Client Success Manager will use active listening skills during client calls to help uncover additional client Inquiry, e-Learning, and Consulting needs. Once a need is identified, the CSM will properly disposition record in SalesForce and qualify and gain commitment to next steps with the appropriate Account Manager.
- Portal & Tool Support (10%): The Client Success Manager will help drive portal usage through effectively demoing the portal to clients on Introductory Kickoff calls. The CSM will also be the first line of support for both the portal tool and any portal research questions posed by our clients.
Desired Skills and Experience:
- A high degree of self-confidence and solid interpersonal skills are required to succeed in this role. The Client Success Manager will function as a trusted advisor to senior level business executives (CEO, CMO, VP Sales etc.) at global organizations working with them on a daily basis to help identify their strategic initiatives and work with the SiriusDecisions team to develop solutions to address these business challenges. In this role, the Client Service Manager is the liaison between our research analysts and clients and is mentored by a successful sales executive. This role provides the Client Success Manager with the ability to learn how B2B sales and marketing functions operate and how leaders of these organizations go about solving their daily business challenges.
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SiriusDecisions is an Equal Opportunity/Affirmative Action Employer committed to the value of workforce diversity. SiriusDecisions helps business-to-business companies worldwide improve sales and marketing effectiveness. Management teams make more informed business decisions through access to our industry analysts, best practice research, benchmark data, peer networks, events and continuous learning courses. The company is based in Wilton, CT with offices in Waltham, MA, San Francisco, CA, Staines, United Kingdom,Toronto, CAN and Singapore. For more information about SiriusDecisions visit:http://www.siriusdecisions.com.
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