Job Title:  Customer Success Manager

Term: Full Time M-F 8AM-5PM

Department:  Sales – FIT BizUnit            

Reports to: VP of Sales  

GENERAL SUMMARY:

The purpose of the Customer Success Manager- Client Technology Solutions Representative is responsible for supporting existing and new clients by managing the sales process lifecycle, which includes: quoting, assist in prospecting, qualifying and managing new sales opportunities; assist the sales team to propose and close on managed service and transactional contracts including the sale of services and products.
The Customer Success Manager- Client Technology Solutions Representative is also responsible to support supervision with managing and maintaining the daily activities and metrics of the Sales Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible to assist in developing a business plan and sales strategy, driving results from that strategy to meet company goals.
• Perform an inside sale team role to contribute to the department sales goals.
• Monitor the outside Sales Team productivity and assisting them to reach monthly goals.
• Assist supervision to conduct weekly sales meetings to ensure sales activities and opportunities are within compliance of company policies and procedures; through review of the ConnectWise Sales Dashboard and other tools made available and/or required.
• Responsible to coordinate the resources to prepare the SOW, product sourcing and pricing in the development and preparation of a sales quote, account process documents and presentation package for delivery to the prospect or client by the sales team.
• Assist to establish and manage sales quotas to achieve company goals by reviewing sales opportunity history and forecasts.
• Weekly review of the Sales Funnel in ConnectWise and contributing to the department goals of maintaining a sales pipeline filled with qualified leads and prospects.
• Maintain and report sales data to the Leadership Team, including activity and opportunity statistics, quotas, pipeline, forecast, referrals, and commission.
• Work with department management and leadership to determine price schedules and discount rates; communicate this effectively to the Sales Team.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Assist the Sales Team with daily activities as needed.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for daily activities.
• Develop training programs to develop and refine the skills of the sales team.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Review publications and online materials to remain up-to-date with current and future trends emerging in the industry.
• Document internal processes and procedures related to duties and responsibilities.
• Review and approve the Sales Team’s time and expense sheets in ConnectWise.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as activities or service tickets in ConnectWise.
• Perform any and all other duties to the best of one’s ability as assigned by supervision. 

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experienced 5+ years managing all aspects of the sales lifecycle with the well -rounded business experience to provide managed services.
• Strong understanding of client sales dynamics and requirements.
• Extensive experience in all aspects of the sales lifecycle.
• Strong understanding of client sales dynamics and requirements.
• Thorough understanding of how customers in the small to medium business market operate.
• Demonstrated level of success in business development and client relationships.
• Demonstrated achievement of sales and other revenue quotas.
• Enjoy working with clients and external audiences.
• High energy and drive with good negotiation skills.
• Proficient with general office applications.
• Strong organizational, presentation, and customer service skills.
• Skill in preparing written communications and materials.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Typing skills to ensure quick and accurate data entry.
• Self-motivated with the ability to work in a fast moving environment. 

Compensation and Benefits: Salary commensurate with proven experience. Benefit offerings are participative with personal insurances: health, dental, vision, short term disability and paid time off, holidays and matching retirement plan. The company also promotes professional and personal growth with certification incentives and other programs. Personality and skill level testing are used to assess and assist in development goals that are mutually beneficial to growth and success.

Rev. 1.1 2021BusinessTRA