Client Success Manager
Crafty
Strategic Account Manager
Upside
full-time
Posted on:
Origin: • 🇺🇸 United States • District of Columbia, Illinois, New York
Visit company websiteSalary
💰 $159,000 - $175,000 per year
Job Level
SeniorLead
About the role
- Lead the development of strategic account plans to retain and grow partnerships with major fuel and c-store brands
- Develop detailed knowledge of the product and coordinate with internal partners
- Strengthen client relationships through informative reporting and outstanding service
- Ensure clients receive excess value from the Upside platform
- Collaborate with analytics, product, marketing, and operations to represent the voice of the customer and achieve business growth
- Report to Manager, Account Management
- Work with clients through onboarding to long-term account management, cultivating trust and belief throughout their partnership
- Improve retention through platform education using customized decks and data
- Proactively predict and address concerns before they advance to churn risk
- Grow relationships and supervise account-health metrics (CSAT, Retention, and Growth)
- Identify and close expansion opportunities, including adding more sites and c-store launches
- Lead monthly account reviews, interpreting raw account data to build performance reports, case studies, and white papers
- Maintain account health at multiple levels across client businesses, including senior executives of Fortune 500 companies
- Collaborate effectively with internal Upside teams to ensure a consistent, positive experience for customers
Requirements
- 7+years of client-facing experience including 4+ years of enterprise experience in technology or retail fuels
- Bachelor's degree required
- Strong public-speaking skills, and the ability to speak to both formal and casual audiences
- Proven experience exceeding goals
- Project-management abilities, including timeline management, client communication, and report interpretation
- Creative demeanor, with a capability to work successfully with both internal and external clients.
- Strong analytical skills that will translate analysis into relatable and compelling talking points and stories
- Experience operating sales technology tools (e.g. Salesforce, Outreach, Gong)
- Ability to travel up to 20%
