InSync Hiring for Account Manager (Customer Success Manager) Full Time

Position Title: Account Manager/Customer Success Manager

Department: Customer Success

s To: Director of Customer Success

Location: Grand Junction, Colorado

Compensation: $60,000 annually

POSITION SUMMARY

The Customer Success Manager is a dedicated advocate for our customers, driven by a commitment to building lasting relationships and ensuring their success. This role plays a pivotal part in driving customer retention, identifying opportunities for growth, and nurturing positive customer experiences. The Customer Success Manager collaborates cross-functionally to address customer needs and contribute to the overall success of In8Sync projects. Responsibilities include guiding customers through their journey, fostering long-term relationships, and overseeing the seamless integration of our solutions into their business processes.

OBJECTIVES

• Lead the onboarding process for new clients, ensuring a seamless integration of our products or services into their systems and processes
• Work closely with clients to understand their specific needs and work with our team to implement solutions to meet those requirements. Coordinate efforts with relevant teams to ensure project success.
• Oversee the entire implementation of projects, managing timelines & resources. Communicate with all stakeholders to ensure successful outcomes.
• Cultivate strong relationships with clients, acting as their primary point of contact throughout the implementation process and beyond. Proactively address any issues or concerns to maintain high levels of satisfaction.
• Provide training sessions and educational materials to clients to ensure they fully understand how to utilize our products or services effectively. Offer ongoing support and guidance as needed.
• Continuously monitor client implementations to identify areas for improvement or optimization.
• Collaborate with internal teams to implement enhancements and ensure ongoing success.
• Analyze client data and feedback to identify trends, patterns, and areas of opportunity. Use insights to drive strategic decisions and improve client outcomes.
• Identify opportunities to upsell additional products or services based on client needs and usage patterns. Collaborate with sales teams to capitalize on these opportunities.

COMPETENCIES

• Proven ability to manage complex projects from initiation to completion, including coordinating resources and managing timelines.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical audiences.
• Ability to troubleshoot communication issues and find creative solutions to overcome challenges that arise during client projects.
• Deep commitment to understanding and meeting the needs of our clients, with a focus on delivering exceptional customer experiences.
• Strong interpersonal skills and the ability to build and maintain positive relationships with clients, colleagues, and stakeholders.
• Proficiency in analyzing data and drawing actionable insights to drive informed decision-making and optimize client implementations.
• Flexibility to adapt to changing client needs, priorities, and project requirements in a dynamic and fast-paced environment.
• Ability to identify upsell opportunities and collaborate effectively with sales teams to capitalize on them.
• Meticulous attention to detail to ensure accuracy and quality in all aspects of client implementations and success initiatives.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Business, Marketing, or a related field, or equivalent professional experience.
• Proven experience in a customer-facing role, preferably in customer success, account management, or a related field.
• Experience in brand management and promoting value through customer experience.
• Track record of achieving customer retention and upsell targets.
• Demonstrated skills in knowledge transfer, guidance, support, and mentoring.
• Experience with CRM or ERP systems preferred.
• Project management certifications such as PMP (Project Management Professional) or PRINCE2 preferred.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• This position will require travel: up to 1%.

BENEFITS

• Commission and Bonus Opportunities
• Qualified Small Employer Health Reimbursement Arrangement (QSEHRA)
• 401(k)
• 24 days of Paid Time Off annually
• 48 hours of Paid Sick Leave annually
• Collaborative and supportive team

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, In8Sync recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, disability, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances. We actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to [email protected].