Customer Success Manager

Call Center & Customer Service
in St. Paul
, MN
Reference: 19-02224


  • Successfully administer all aspects of revenue management from existing accounts including forecasting, creation and management of opportunities pipeline, account assignments, expense management, budgets and quota/sales metrics assignments
  • Create sales account management methologies and processes effectively and implement plans to build long-term client relationships that meet sales metrics requirements and revenue quotas
  • Effective utilization of CRM tools and company resources including the Business Intelligence team to proactively forecast, communicate company results and adjust plans as necessary according to evolving business needs
  • Leverage company’s technology, business intelligence and product resources and help provide inputs to the company’s product roadmap by identifying and prioritizing efforts to optimize strategic accounts and partnerships
  • Assess account management activities and forecasts to determine revenue progress with accounts identified of strategic business importance
  • Recommend and implement improvements to achieve growth in these areas
  • Identify and support opportunities for the training and professional development of department personnel
  • Negotiate favorable pricing and business terms for renewal of strategic accounts and partnerships
  • Collaborate closely with the business development division to ensure reciprocal communication and process management
  • Participate in the company’s strategic planning efforts

Required Knowledge, Skills and Abilities:

  • 5+ years experience building and managing account management or sales teams and consistent achievement of revenue targets
  • Demonstrable ability to build and manage process for growing sales accounts including creation and management of quotas and ability to develop effective account plans
  • Track record of successful identification and utilization of CRM tools ( experience preferred) to help create company forecasts and team goals
  • Exceptional communication and presentation skills
  • Track record of building and sustaining relationships including negotiation of complex contracts and resolving situations that are broadly-defined in a fast-paced industry
  • Strong leadership and team building skills, highly organized, pay attention to detail, process-oriented
  • Proven ability to thrive in a fast-paced, collaborative and highly motivated work environment

Required Education and Experience:

  • Four year college degree or equivalent
  • Prior experience in Internet media, advertising, mobile, market research or direct marketing industry
  • The customer success focus stems mainly from SaaS companies (think, but we see how it can translate to our engine and really enhance our model of business.
  • The CSM must monitor the advertiser’s usage of and satisfaction from the opportunities of IBD, identify additional opportunities and challenges from the way the advertiser engages with us and take action to help resolve challenges and foster expansion of the usage as well as the value from the solutions (to both sides) over time.
  • Working knowledge of customer success and be able to foster continued growth in the team toward this mindset (3-5 years of experience)
  • Experience managing teams (min 5 direct reports for 2-5 years or more – essentially having hiring/firing experience)
  • Digital experience (approx. 2 years/be familiar with the space)