Associate Customer Success Manager

Description

The Associate Customer Success Manager (ACSM) develops and maintains relationships with new and existing clients by providing products and services that ensure client satisfaction and retention. They will also actively work with their clients to bring additional properties and/or additional SIB service categories into our program.

• Develops and maintains relationships with clients.
• Conducts reviews on entire client portfolio on a regular basis to evaluate clients' needs and make sure they match their products and/or services.
• Sends client quarterly reports.
• Client training on reading invoices, identifying savings, and using our portal.
• Manages day‑to‑day client communications and relationships.
• Resolves customer concerns, reaching out to vendors to do this as needed.
• Explains other cost‑saving categories and works to upsell clients.
• Performs other duties as assigned or requested.
• Works to get client signatures for all negotiated contracts.

• Notification of any ownership changes.
• Inputting data accurately and keeping detailed notes on each account, client, property, or opportunity.
• Internal and external notification of all account changes or known discrepancies (annual increase, service level change, personnel changes, etc.).
• Data clean‑up – updates of all contact data;
  Hauler and Client.

• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets personal goals and objectives.
• Oral Communication – Speaks clearly and persuasively; listens and gets clarification when necessary; responds informatively to questions; participates in meetings.
• Written Communication – Writes clearly and concisely; edits work; varies writing style to meet specific needs; presents numerical data effectively; reads and interprets written information.
• Interpersonal Skills – Listens to others attentively; remains open to others' ideas and tries new things; maintains confidentiality; maintains relationships.
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service.
• Problem Solving – Identifies and resolves problems time efficiently; gathers and analyzes information; develops solutions; uses reason.

• 4‑Year Degree and/or relevant work experience (Customer Service, Client Management, Sales)
• Excellent communication skills (both verbal and written)
• Salesforce and sales experience a plus
• Proficient in the use of a personal computer and corresponding programs.
• Ability to create reconciliations in Excel.