Customer Success Manager I

RAY • ALLEN

RAY · ALLEN (RAI) is the critical infrastructure and networking industry’s leading IT Asset Management solutions provider, specializing in automation, integration and the transformation of data-driven lifecycle management into future-ready business strategies. We work with some of the largest networking vendors, service providers, distributors and resellers within the industry to bring new, integrated ITAM managed service offerings to market and remove their customers’ networking asset problems, particularly relating to hardware maintenance, software license management, entitlement and contract/EA management. Through our portfolio of ISO/IEC 19770 compliant asset lifecycle management and recurring revenue management solutions, we help our customers capture more revenue, optimize spend, reduce revenue leakage, enhance operational efficiencies and increase customer satisfaction.

Position Summary:

The Customer Success Manager I (CSM position develops key, long-term partnerships with clients. The CSM I will put forth efforts to maximize client retention, as well as identifies and pursues increased revenue streams. Collectively, the position ensures full satisfaction and success for clients utilizing the RAI RACSystem platform.

Job Duties and Responsibilities:

• Develop and maintain extraordinary relationships with existing clients to ensure their satisfaction and retention.
• Effectively manage the IT asset infrastructure for enterprise clients by defining and documenting the client's business objectives and definition of success.
• Identify metrics through data analysis and audits to demonstrate success with the RACSystem to maximize client satisfaction.
• Educate clients on the value of the overall RACSystem platform and encourage optimal utilization.
• Develop successful account strategies and plans through CRM/Salesforce databases so Company resources are used to maximize retention and sales within assigned accounts.
• Ensure clients are updated on new product features.
• Deliver regular business and operational reviews to senior executives and key business stakeholders.
• Provide best practices and industry benchmarking.
• Guide clients through significant service milestones such as upgrades and new releases.
• Act as a point-of-escalation for client-based critical issues.

Qualifications:

• Bachelor's Degree or equivalent work experience in related field. 
• Highly organized and strong interpersonal communication skills (verbal/written).
• Strong project management and time management skills.
• Ability to work independently and in a cross-functional team environment.
• Positive attitude and strong work ethic.
• Ability to build relationships with clients and vendors.
• Excellent technical skills required:  Microsoft Office Suite (Excel and Outlook).
• CRM experience (e.g., Salesforce).
• Ability to work remote or in a hybrid environment. 

Compensation/Benefits

The position has an estimated base salary range of $48,000 - $60,000. Other compensation for the role may include commission and/or participation in short- or long-term incentive programs. This position includes standard RAI benefits such as health insurance coverage; life and disability insurance; a retirement savings plan; and paid time off.

RAY • ALLEN, Inc.  provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.