Customer Success Manager

Customer Success Manager (West Coast) Hybrid Work Model (3 days onsite, 2 days remote) Location: Either Wilmington, DE or Logan, UT Hours: Wilmington, DE- 11am-8am ET; Logan, UT- 9am-6pm MT We are currently seeking a Customer Success Manager for our Digital Brand Services (DBS) business division. As a Customer Success Manager in DBS, you will interact with decision-makers at Fortune 1000 companies and their law firms to help them grow and protect their global brands online. This position requires extensive client contact, including some face- to -face meetings, and the ability to present complex information in a clear and concise manner. To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed. What You'll Do For Us: ​ Build relationships with B and C-Level Executives to gain a deep understanding of customers’ business and goals/KPIs; Proactively educate clients about industry developments and potential impacts to their business and online strategy; Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC; Serve as primary point of contact for account to ensure all requests and projects are completed on time and on budget; Manage customer relationships to ensure retention and satisfaction in assigned accounts; Partner with Sales to develop and execute on account plans; Identify and help develop additional client contacts within assigned accounts: Identify and generate new Sales leads; Provide budget projections and conduct contract and price negotiations for assigned accounts; Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams utilizing PowerPoint and Excel Maintain thorough up-to-date notes, leads, quotations, and contracts through CRM system Keep up to date on industry news Network by attending industry specific events and trade shows and/or conducting company-sponsored webinars Sharing sales, product knowledge and ideas with other team members **This position is not commission based, but there is an incentive program for top performers** What technical skills, experience, and qualifications do you need? 3+ years B2B Account Management experience Comfort and experience working with B and C-level executives A history of detail-oriented, multi-tasking in a deadline-driven, dynamic environment Excellent analytical and problem-solving skills Ability to think proactively and strategically to meet the clients’ needs Relentless dedication to outstanding customer service Ability to handle escalated client issues with a steady hand Excellent communication and organizational skills (verbal and written), as well as ability to think quick on your feet Strong negotiation skills and business acumen Quick learner with a demonstrated passion for technology and the Internet ecosystem Ability to work as part of a team and collaborate effectively with colleagues Salesforce CRM experience preferred, but not required Intellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not required Multi-lingual preferred, but not required #LI- CS1