Customer Success Manager (CSM)

Red Pepper's Customer Success Managers are responsible for fostering strong relationships with our clients, ensuring their satisfaction, and driving their success. You will serve as the primary point of contact for clients, managing and growing relationships to provide exceptional value with continued growth and retention of clients.

Key Responsibilities:

• Maintain regular contact with accounts to ensure their ongoing satisfaction and success.
• Serve as the first point of contact for client escalations, working quickly to resolve issues and ensuring client satisfaction. Escalate complex issues to the appropriate party as needed.
• Hold and achieve a sales quota, driving continued revenue growth.
• Assist in the creation and preparation of contracts for existing clients, ensuring all terms are clearly outlined and aligned with customer expectations.
• Participate in kick-off calls for new accounts, helping to establish a strong foundation for the client relationship and ensuring a smooth onboarding process.
• Conduct program reviews with clients, assessing progress, gathering feedback, and identifying opportunities for growth.
• Attend the handover meetings, ensuring all relevant information is communicated and documented.
• Coordinate account renewals, ensure timely communication with clients and prepare the necessary contracts.
• Maintain accurate records of client interactions, contracts and account activities in the CRM system.
• Prepare reports for internal reviews and client meetings.
• Stay informed about the company's products, services, and client best practices to support client needs effectively.
• Work with clients to define and document business requirements, understand key business challenges, and develop the clients vision into a value based solution.
• Any other duties as assigned

Skills & Qualifications:

• Strong sales skills, and an understanding of the sales process
• Excellent verbal and written communication skills and the ability to build rapport with clients and internal teams.
• Strong problem solving and conflict resolution skills
• Demonstrated ability to work effectively across departments.
• Committed to being client focused and delivering high value solutions
• Strong organization and time management skills, with the ability to manage multiple accounts and priorities.
• Ability to think strategically about account growth, identify and capitalize on opportunities for expansion.
• Strong negotiation skills with the ability to close deals and manage contract renewals.
• Strong Business Acumen and the ability to discover needs within multiple organizations in an effort to offer solutions to those business challenges.
• Team player-A collaborative attitude, with a willingness to support team members and contribute to a positive work environment.
• A client centric mindset with a strong commitment to ensuring client success and satisfaction.
• Experience with Qualtrics or Experience Management programs is a plus.

Benefits:

• Competitive pay (DOE)
• Excellent Health, dental, vision benefits
• 401K
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• 27 paid days off (12 PTO 5 Sick/Personal days 10 Holidays)
• Monthly Company Health Challenge bonus
• Professional Development
• Weekly lunch and learn

At Red Pepper Software, we value our employees and strive to provide a supportive and collaborative work environment.

This position is an in-office position M-F 8-5pm.