Customer Success Manager

Customer Success Manager at ReliaQuest

Do you thrive in a dynamic, fast-paced environment with a passion for creating meaningful customer experiences? At ReliaQuest, the role of Customer Success Manager puts you at the forefront of driving impactful change for some of the world’s most trusted brands. This is your chance to connect cutting-edge technology with impactful business results. You’ll play a critical role in crafting customized solutions, ensuring each customer’s unique needs are met through our AI-driven platform, GreyMatter. Pursuing this role at ReliaQuest will sharpen your presentations and problem-solving skills as well as your technical knowledge by putting you in front of stakeholders from globally recognized brands. Ultimately, this career move will allow you to build lasting relationships with customers as well as have a direct impact on the future of ReliaQuest.

The everyday hustle:

• Become a subject matter expert on assigned customers, their organization, reporting structure, and initiatives to help drive results.
• Serve as the main point of contact for internal and external teams, ensuring that the customer relationship develops and evolves as business needs change.
• Tailor messaging to different audiences, ensuring clear and effective communication from the C-suite to the more technical teams.
• Clearly define and communicate roles and responsibilities to all internal and external team members involved in the customer’s journey to security confidence.
• Prepare and facilitate in-depth presentations (Executive Business Reviews) to senior executives, demonstrating progress and return on their investments with ReliaQuest.
• Identify and recommend opportunities for expansion based on your understanding of the ReliaQuest solution and the customer’s needs.
• Own 110% contract renewal and upsell.
• Direct internal teams using standard departmental policies, processes, and documentation guidelines for successful roadmap delivery.

Do you have what it takes?

• Completed Bachelor's degree or higher education.
• Proficient with MS Word, Excel, PowerPoint, and OneNote.
• At least one year of account management experience or related.
• Experience in sales with the ability to learn/apply complex technical concepts.
• Exceptional organization skills and ability to prioritize.
• Strong emotional intelligence and ability to work effectively with others.
• Effective communication skills, including the ability to provide constructive feedback and have difficult conversations with external and internal teams.
• Possess the skills necessary to be flexible, agile, and adaptable while navigating through changes and/or adjustments with customers.
• Strong problem-solving skills and ability to identify unique solutions to complex problems.
• Desire to be immersed in an ever changing, fast paced industry and willingness to learn the level of technical acumen necessary for effective external and internal communication.
• Ability to demonstrate good attitude, energy, and effort.

What makes you uncommon?

• Experience with ticketing systems (JIRA, SNOW, etc.) or CRM tools.
• Experience presenting and engaging with audiences ranging from the End-User to C-Level Executives.
• Experience consulting with customers to understand their unique and specific pain points and help produce a compelling business case to solve them.

Key skills/competency

• Customer Success
• Account Management
• Client Relationship
• Cybersecurity
• GreyMatter Platform
• AI-driven Security
• Executive Presentations
• Problem Solving
• Strategic Upselling
• Technical Acumen