HSI

Customer Success Manager II

HSI

full-time

Posted on:

Location Type: Remote

Location: Ireland

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About the role

  • - Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
  • - Provide proactive strategy with their assigned customer accounts.
  • - Work with customers to ensure they are leveraging our services effectively and finding value in our services.
  • - Become an expert in our services and educate customers on the use and benefits of our products.
  • - Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
  • - Successfully maintain strong working knowledge of contractual terms on named accounts.
  • - Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
  • - Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+.
  • - Identify and close upsell and cross-sell opportunities.
  • - Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
  • - Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • - Maintain a revenue base by managing account retention and renewal.
  • - Drive upsell revenue through increased product adoption and increased usage.
  • - Other duties as assigned.
  • **Competencies**
  • - Communication – Possesses strong verbal, written, and presentation skills; able to engage effectively with customers at all levels, including executives.
  • - Confidence and Motivation – Displays high energy, self-motivation, and confidence while working both independently and as part of a team.
  • - Adaptability – Thrives in fast-paced environments, demonstrating a strong desire and ability to learn and grow.
  • - Multitasking – Manages multiple priorities and projects effectively without sacrificing quality or attention to detail.
  • - Technical Aptitude – Understands internet and web-based applications, with a willingness to learn new technologies.
  • - Product Knowledge – Able to quickly understand and clearly articulate HSI’s products, services, and overall value proposition.
  • - Organization – Maintains strong organizational skills, attention to detail, and effective prioritization of tasks.

Requirements

  • - 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales or Account Management
  • - 2+ years of experience working under monthly, quarterly, or annual revenue quotas
  • - 2+ years of experience using Salesforce and Customer Success platforms is preferred
  • - Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders
  • - Excellent phone, written, and verbal communication skills, with strong presentation abilities
  • - Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools
  • - Proficiency in Microsoft Office applications
  • - Strong understanding of HSI’s EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers
  • - Working knowledge of EHS and compliance management is preferred
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successcustomer supportsalesaccount managementrevenue quotasSalesforceMicrosoft Officeinternet technologiesweb-based applicationsEHS compliance management
Soft Skills
communicationconfidencemotivationadaptabilitymultitaskingtechnical aptitudeproduct knowledgeorganization