Customer Success Manager - Selectemp

Customer Success Manager - Leading Commodity Software Firm - New York, NY

Direct Hire Role, 100% Remote

Our client, a rapidly expanding commodity trading software firm, is seeking an Account Manager. Their AI-based intelligent automation solutions are used by leading commodity firms globally, enabling efficient and accurate reconciliation of thousands of daily invoices, trades, and other transactions.

As an Account Manager, you will play a pivotal role in building and maintaining strong, long-term relationships with clients. Your primary responsibility will be to understand each client's unique needs and objectives, ensuring that the software solutions meet and exceed their expectations. You will work closely with clients to identify opportunities for upselling or cross-selling and act as a bridge between the client and internal teams to ensure seamless communication, service delivery, and project management.

Key Responsibilities:

Client Relationship Management:

• Develop and nurture strong, trust-based relationships with assigned clients.

• Understand each client's business goals and challenges and align our software solutions to address their specific needs.

Product Knowledge:

• Maintain an in-depth understanding of the company's software products and their features.

• Effectively communicate the value and benefits of our software to clients.

Account Planning:

• Develop account plans for each client, outlining objectives, strategies, and tactics for achieving client success and growth.

Customer Support:

• Serve as the primary point of contact for clients, addressing their inquiries, issues, and concerns promptly and effectively.

• Collaborate with the customer support and technical teams to ensure client needs are met.

Project Management:

• Take ownership of client projects, ensuring they are delivered on time and within scope.

• Define project objectives, create project plans, and coordinate project resources.

Upselling and Cross-Selling:

• Identify opportunities for upselling additional software features, services, or licenses.

• Cross-sell relevant products to existing clients to expand their software portfolio.

Contract Renewals:

• Ensure timely contract renewals and negotiate terms to retain clients.

• Monitor subscription renewals and proactively address potential churn risks.

Feedback Collection:

• Gather client feedback on our products and services to inform product development and improvements.

• Relay client feedback to internal teams to drive continuous improvement.

Reporting and Documentation:

• Maintain accurate records of client interactions, transactions, and agreements.

• Generate regular reports on account status, sales, project progress, and client satisfaction.

Sales Forecasting:

• Collaborate with the sales and marketing teams to forecast revenue and set sales targets for your accounts.

Qualifications:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience).

• Proven experience in account management or sales, particularly in the software industry.

• Strong interpersonal and communication skills.

• A deep understanding of software products and technology.

• Excellent negotiation and problem-solving abilities.

• Self-motivated, results-driven, and able to work independently.

• Proficiency in CRM software and other relevant tools.

• Basic project management skills, including project planning, resource coordination, and project monitoring.