Customer Success Manager

At Amazing Life, the Customer Success Manager plays a key role in building and fostering relationships with our Salvation Army customers. You are responsible for the retention, renewal rate, and increased business in a specific book of accounts, including structuring contract terms and pricing that drive business objectives. You will interact and build relationships with our customers to ensure they are both using and experiencing value from their curriculum. Your goals will include annual renewal dollars, expansion, and upsell of products through Amazing Life. You are here to ensure customer success by being dedicated to making our customers successful in their deployment, adoption, and usage of Amazing Life curriculum and the platform. You will do all of this while creating a strong relationship with our customers based on value realization. Additionally, you will proactively build and grow relationships with nextgen, senior staff and executive contacts of these key customers. The customer satisfaction you foster will help you retain The Salvation Army as our customer.

In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• Medical, Dental, and Vision for employee
• 12 paid company holidays
• PTO and Sick Leave
• Compensation Range: $62,000 to $66,000 with variable (DOE)

Compensation ranges are determined by role and additional factors, including job-related skills, experience, and relevant education or training.

Work Location: Plano, TX

What You'll Do

• Revenue Retention: You will have targets and goals that ensure our customers stay customers.
• Adoption Target: We are here to help our organizations deploy and use Amazing Life and Orange curriculum, but the work doesn’t stop there. We help them engage with new technology for a first in its class experience. 
• Upsell: We are creating world-class curriculum for kids and students along with technology to support it. You will be responsible for selling additional products and features.
• High Sales Activities: You will have the opportunity to work with a significant number of key Salvation Army corps and regions, with at times complex needs, and with that comes a responsibility to make a large volume of calls and emails.
• Amazing Life and Orange Curriculum Training and Assistance: You will be an expert in Orange and Amazing Life’s curriculum and products so you are able to help with training, deployment, and adoption. This knowledge will help us ensure our successes, which drives both retention and upsell.
• Travel: You will lead business review presentations virtually and on-site from time to time with customers to build relationships, value propositions, and work towards a predetermined outcome of success.
• Relational competence: The ability to grow relationships and engagement with mid-level, senior and executives with our most important customers.
• Manage the full-cycle renewal process from prospect to close: Complete Discovery Calls with Decision Makers, Negotiate and Close deals.
• Other related duties as assigned.

What You'll Bring

• In-depth knowledge and experience of the Salvation Army. You understand their values, language and preferences. You’re familiar with how the organization functions at a local level, divisional level and executive level. 
• Bachelor’s Degree is preferred, or additional equivalent years of experience.
• You have at least 5 years of inside sales, account management, renewal team management and experience with maintenance renewal process.
• You’ve used and have working knowledge of Hubspot, Salesforce.com or a similar CRM system.
• Previous experience working with Not-for-Profit, Education, or Faith verticals.
• Proven track record with quota/target attainment.
• Ability to build relationships with large account sets.
• Managed large, enterprise or strategic accounts in prior roles.
• Ability to build relationships with key executives, senior management and decision makers both internally and with your customers.
• Excellent Communicator: Strong written and verbal communication skills. You can communicate complex problems, in a simple way. You are comfortable speaking in small groups, or leading presentations in front of large groups.
• Problem Solver: You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”.
• Multi-Tasking: The ability to deal with a transactional work environment. You will have to be able to excel at time management and prioritization among many demands. You thrive when you are busy with lots of things to accomplish during the day. You feel a sense of satisfaction when you are able to accomplish a full day of work.
• Business Minded: You love learning technology, and have impeccable business acumen.
• Detail Oriented: You handle details accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects check points with attention to accuracy and detail.
• People Person: You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, both over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization.
• Performer: You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. You don’t settle for the status quo. You love to “over” perform and can show your successes.
• Naturally Curious: You love to learn about why and how things work. Your favorite question as a child was “Why?”. You like to spend time understanding your customer’s needs in detail, and how you can help. You look for ways to be better every day.
• Fun and Fast Paced: You enjoy fast-paced roles, with lots to do. You are ok with change and ambiguity as we grow. You want to work with other fun people, who enjoy learning and helping each other. You know that great teams are made of great people.