Retention / Customer Success Associate
Bethesda, Maryland, US
About the Position
We are looking for a qualified Retention/Customer Success Associate to join our team. The Retention/Customer Success Associate will manage a portfolio of accounts to achieve long-term success, develop positive long-term relationships and handling customers’ needs, and generate new sales using existing and potential customer and sell both our capabilities as a cybersecurity services provider and our industry leading SAINT security suite.
As a Retention/Customer Success Associate, you should work to satisfy customers’ needs and requests, respond to their queries in a timely manner and aspire to deliver a positive customer experience. You should have excellent communication and negotiation skills and be customer service oriented. Ultimately, you should be able to grow our business by building successful, long-term customer relationships.
If you are passionate about IT security and have the required skills and experience, we would love to hear from you. Apply now to join our team of dedicated IT professionals.
Job Type: Full-time
Required Skills
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Manage a portfolio of accounts to achieve long-term success
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Develop positive relationships with customers and understand the technical and business aspects of each customer
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Drive account usage and actively develops opportunities to expand product sales within existing customers. (up-selling and cross-selling)
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Conduct quarterly customer business reviews
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Act as the point of contact and handle customers’ individual needs
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Evaluate and manage new initiatives and business opportunities
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Generate new business using existing and potential customer networks
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Resolve conflicts and provide solutions to customers in a timely manner
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Report on the status of accounts and transactions
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Set and track sales account targets, aligned with company objectives
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Provide monthly product and revenue forecasts by account
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Negotiate contracts with customers; establish a timeline of performance
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Manage and coordinate problem resolution
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Interact and coordinate with the sales team and other staff members in other departments working on the same account
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Keep up with trends, changes, and competitor actions that might affect your customers
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Monitor sales metrics (e.g. quarterly sales results and annual forecasts)
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Suggest actions to improve sales performance and identify opportunities for growth
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Use Company tools and software (e.g., Salesforce, SalesLoft, DiscoverOrg) to analyze sales and discuss progress with accounts and management
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Achieve monthly, quarterly and annual sales goals and objectives established by the Company and maintain a shortened sales cycle
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Consistently achieve and/or exceed your assigned quotas and revenue goals
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Utilize channel sales resources as necessary
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Assist in the administration of the channel portal (e.g., onboarding partners)
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Stay abreast of competitive industry and market intelligence and provide feedback to management and affected functional managers
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Assist with related special projects, as required
What’s In It For You
- You’ll join a growth company offering a competitive base salary, bonus structure and benefits
- Join a growing company with a large upside in new customer growth
- A long term, advancing career path in service, sales or management
- A culture that values its team members and the roles they play in our growth
- Join a team that believes in joining marketing frameworks with sales frameworks and sales skills to provide the sales members with clear paths to success
Required Education
- Bachelor’s degree (marketing, business administration, sales, communications, public relations)
- 3+ years prior account management experience
Good To Have
- Experience in Cybersecurity or technology sales. We are an advanced cybersecurity software, risk assessment and remediation company. You must be able to quickly learn and sell within a highly technical environment.
- Must understand current cybersecurity trends.
- Need familiarity in cybersecurity standards (NIST, PCI, HIPAA, etc.).
- Ability to work independently as well as in a team environment.
- Familiarity with Channel Sales.
- Competency with sales tracking tools (e.g., Salesforce, DiscoverOrg, Salesloft).
- Outstanding oral and written communication skills.
- Must be detail oriented and capable of accurate work with minimal supervision.
- Advanced level computer skills in Microsoft Word, PowerPoint, Outlook, Excel, a contact management software and the Internet.
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