Customer Success Manager

November 4

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Traliant

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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!