Are you passionate about technology, live for amazing customer service and have the ability to thrive in fast-paced environment? We are looking for a Customer Success Associate to join our growing Customer Success team based in Maryland.
Founded 7 years ago, CallTrackingMetrics provides a subscription software service to help businesses around the world route and manage their phone calls and advertising campaigns. We work with over 30,000 organizations in 50 different countries. We are a fun, fast growing team of 40 people based in Severna Park, MD (conveniently near Annapolis and Baltimore). We are looking for people who are excited to help us grow the business and continue to master their own skills.
Primary Responsibilities:
Manage the commercial customer relationship as main point of contact for CallTrackingMetrics customers
Work with high volume of assigned customers to drive adoption and assure they are continuing to see value in their partnership with CallTrackingMetrics
Drive upgrades and additional services from within book of business
Work closely with our Onboarding and Customer Support teams to manage customer issues and escalations
Identify and manage at risk customers effectively to help reduce churn and exceed company churn targets
Contribute to the team with new ideas and make suggestions for continued process improvements
Required Education and Work Experience:
Bachelor’s Degree required
2+ years proven experience managing a portfolio of business accounts with demonstrated contract value growth and renewal performance
2+ years experience working with customers at the Director, VP, or Executive level
2+ years working in an advertising, marketing, telecommunications or SaaS business
Experience negotiating contracts
Experience guiding customers through software demonstrations or implementations
2+ years managing Accounts in Salesforce or similar CRM
Candidates should also have the following:
Quick learner with an ability to manage a high volume of activities
Ability to quickly build rapport with others
Adaptable and a strong at handling objections
Be exceptionally organized with solid project management skills
Be positive, supportive, and self-starting
Demonstrate hustle and persistence
Be curious and ask questions to get to the heart of the matter
Have a strong interest in technology and/or software
Have a willingness and desire to learn and grow quickly in a startup environment
We Offer:
Competitive salary and compensation package
Quarterly company bonus potential
Medical, dental, vision coverage
Flexible PTO
Company outings
Casual work environment

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