CUSTOMER SUCCESS MANAGER - CUST SUCCESS MGT
Sphera, the former Operational Excellence and Risk Management business of IHS Inc. is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability processes. Our software allows customers to automate processes, monitor emissions, ensure regulatory compliance, and track chemical inventory throughout a manufacturing cycle. We were recently spun off by IHS and acquired by Genstar Capital, essentially positioning us as a $100MM start up.
At Sphera, it is more than just a job. If you are looking to help change the world and challenge status quo while growing your career, you might find some interesting opportunities to pursue whether for you or to refer a colleague.
The Junior CSM is responsible for a book of business that amounts to approximately 12 -20 existing Tier 1 and Tier 2 clients. The CSM role is to help our clients to continually drive value from their investments in our technology and to make sure these accounts positively view Sphera. The CSM is responsible for renewing these clients (annual service fee “support and maintenance”) on multiyear agreements
CSM’s are responsible for upselling and cross selling into these accounts and supporting, facilitating requests for additionally services, consulting. The role will report into the Customer Success Director for Sphera’s Chemical and Life Sciences business
Primary measures of performance will be client retention and growth.
Key Activities/Objectives
- Manage client renewals with the Chemical and Life Sciences renewal representative
- Work with the Strategic Account Manager on mutually assigned accounts
- Establish Strategic Business Reviews with clients
- Facilitate the client engagement with Sphera’s services team, as appropriate
- Identify opportunities in these accounts and facilitate the upsell and cross sell of other modules, software offerings, services
- Identify clients at risk and establish mitigation plan
- Support clients attending Sphera events
- Establish clients as references
- Manage all system records that need completing as part of the process, i.e. SalesForce entries and SharePoint Legal Contract Repository Portal
- Collaborate with a broad set of colleagues to establish and maintain client satisfaction
Key Skills and Attributes
- Skills and perseverance to work the renewal cycle from quote creation to closing the multi- year renewal in a business-to-business environment
- Self-disciplined with good time management and organizational skills, able to work independently and towards common goals in a group sales environment
- Highly articulate with a good telephone manner and the ability to listen well and understand the client need
- Excellent relationship and interpersonal skills
- Good listening and comprehension for a clear interpretation of client need
- Tenacity, resilience and presentation skills - necessary to succeed in this role
- IT literate. Confident using web-based tools for CRM and as sales aids for presentations, networking and prospecting
Required Qualifications
- Strong organizational and personal skills to successfully communicate and negotiate with internal and external customers
- Excellent verbal and written skills to maintain accurate client communication
- Demonstrable knowledge of planning, prospecting, opportunity progression and closing
- Confident presentation and negotiation skills
- Self-driven, motivated and results oriented
- Appetite for progression
- IT Literate
- Professional B2B selling experience in technology sales – desirable, non-essential