Customer Success Manager

November 4, 2024

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Traliant

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Traliant is a leading provider of online compliance training courses designed to create meaningful impact in various workplace areas. The company offers a wide range of courses including harassment prevention, diversity and inclusion, workplace safety, data protection, and ethics and compliance. Traliant's courses are known for their cinematic quality and interactive, story-based approach, making them engaging for employees. With a strong focus on legal expertise, Traliant ensures its courses are continually updated to meet the latest laws and regulations. Trusted by over 14,000 organizations, Traliant aims to make compliance easier through valuable partnerships and seamless training deployment.

Custom Training Videos • Compliance • Training • eLearning • Workplace Violence Prevention

51 - 200 employees

Founded 2016

📋 Compliance

📚 Education

👥 HR Tech

Description

• Traliant is an award-winning online training company that has been ranked on Deloitte’s 2020 and 2021 Technology Fast 500 as well as named on Inc. 5000's America's Fastest Growing Private Companies. • As a Customer Success Manager (CSM), your primary responsibility is to ensure the satisfaction, success, and renewal of our small and medium sized (SMB) customers throughout their journey with our company. • You will act as the main point of contact for clients and will manage a large portfolio of around 400+ accounts by introducing automation and scaled CSM processes into your day-to-day process. • Regularly communicate with clients to understand their needs, concerns, and objectives, by leveraging automation. • Proactively identify and close opportunities to upsell or cross-sell products or services that align with client goals. • Monitor client progress and offer additional support or resources as needed to maximize their utilization of our offerings. • Deploy automation to manage large portfolio of SMB and mid-market accounts. • Act as the primary point of contact for resolving client inquiries and concerns, in a timely and effective manner. • Collaborate with internal teams to address complex client issues and ensure swift resolution. • Document and track client interactions and resolutions using Salesforce, Gong or other designated systems. • Gather feedback from clients regarding their experiences, challenges, and suggestions for improvement.

Requirements

• 3-5 years of proven experience and success in a b2b customer-facing role, such as customer success, account management, or sales, preferably in a scaled role. • Excellent interpersonal and communication skills, with the ability to build rapport and effectively convey complex information to diverse audiences. • Strong problem-solving abilities, with a proactive and solutions-oriented mindset. • At least 3 years of experience using Salesforce as a CRM, and at least 1 year of experience using Gong and automated e-mail cadence tools (ie Salesloft, Gong Engage). • Experience using automation to deliver sales results. • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously, and strong pipeline management. • A passion for delivering exceptional customer experiences and driving positive outcomes for clients and the business.

Benefits

• Medical, dental and vision insurance • 401K • Generous PTO, paid holidays, and paid volunteer hours • Employer paid life, short term and long term disability insurance • Paid Parental Leave • Weekends start at 3PM on Fridays • Employee Resource Groups • Discounts on entertainment • Wellness program • Pet insurance • EAP for you and your household • Company swag!