Customer Excellence Manager

Ad Victoriam Solutions - Alpharetta, GA

Full-time
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Ad Victoriam Solutions is a platinum Salesforce partner and Mulesoft parnter that is looking to bring on a Customer Excellence Manager.

The Customer Excellence Manager ensures that clients are successful and that opportunities are repeatable and scalable. You will work closely with leadership and other divisions within the company to execute the Excellence Plan that will drive customer success and growth.

Responsibilities

Manage customer relationships in order to gain strategic positioning with decision makers, retain existing revenue and obtain additional business.
Develop and implement sales plans that provide clearly defined strategies, tactics and timeframes to maximize revenue
Develop a firm understanding of the client’s industry, strategy, and goals
Support sales with new business initiatives including client pitches, RFP responses, marketing and social events
Development of annual account plans that meet revenue growth
Partner with Salesforce teams to expand within their respective clients and prospects
Manage pipeline through Salesforce.com for maximum efficiency and visibility, with carefully executed follow-up to closure
Manage successful client deployment and ensure ongoing high client satisfaction, renewal, and deep penetration of customer organizations for incremental business along with client satisfaction tactics (CSAT, Customer Story, Appexchange review, etc)
Serve as the lead point of contact for all customer account management matters (additional escalation point, billing)
Establish a trusted advisor relationship that works to ensure client’s overall satisfaction with our services.
Uncover and mitigate risks that threaten your client's growth, satisfaction, or renewal; create and execute risk mitigation plans.
Identify and map the client organization structure with ability to bridge turnover at any level of the organization
Participate along with sales in Executive Business Reviews with clients
Qualifications

5+ years’ experience in a client services position, managing clients and responsible for account growth
Proven success in solution and consultative selling
Self-motivated, pro-active, results-oriented professional with an ability to work with minimum direction.
Experience with Salesforce.com preferred
Excellent time-management, communications, decision making, human relations, presentation and organization skills
Ability to work independently and to collaborate effectively across functions (e.g., sales, project delivery, manage services/support)
Experience developing strategic plans with clients
Ability to listen to client needs, identify opportunities, and help translate into solutions
High degree of creativity, self-management, and drive
Possess superb organizational, written and verbal communication skills
Relentless in making sure Customers are successful and satisfied
The ideal candidate must be self-driven with an entrepreneurial edge, and have experience working on both small and large complex accounts
Candidates must possess a confident personality suitable for handling expectation setting, internal and external accountability, and conflict resolution
Candidates are expected to be able to converse fluently at all contact levels within an organization (from Junior to C-Level)