fusionSpan
Customer Success Manager
fusionSpan, Rockville, Maryland, us, 20849
About fusionSpan
fusionSpan is a dynamic, fast-paced organization. We are a team of highly committed individuals who are inspired by the role technology plays in society. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members.
The Customer Success Manager (CSM) is key to ensuring fusionSpan has referenceable clients by being a trusted advocate for ongoing services, enhancements, and training. A successful CSM will manage key customer relationships, and ensure our team delivers the expected quality of service. The CSM will identify new growth opportunities for the clients, contract renewals, and maintain knowledge of current market conditions within the Salesforce and CRM platforms.
CSM will be the Customer Advocate at fusionSpan and will work closely with the delivery team to ensure customers are optimizing their ROI. The CSM has the technical and leadership know-how to leverage best practices and solutions across a variety of customer organizations.
This is a Remote (work from home) position.
Responsibilities: Client Service Execution
Lead advocate for the clients and lead broker internally to ensure enhancements and/or solutions are implemented successfully
Manage all existing customer relationships and create communication channels with the decision makers within the client organization
Serve as a sponsor, and lead QBRs to support and/or respond to projects that may be off track and need course correction
Gather feedback from clients and share internally to ensure best practices are being delivered
Serve as the primary point of contact for Salesforce support requests to include gathering requirements when appropriate and determining the next course of action
Work with marketing team to ensure that campaigns are effectively executed
Collaborate with management, partners, and consultants on the development of the organization-wide brand platform, communication strategies, and key messages
Ongoing Client Management
Lead customer renewal cycle
Proactively present new products and services
Partner with the Revenue Operations team to acquire renewals
Trusted client advocate and main point of contact for partnerships
Identify and support public relations and media outreach as needed
Contribute to new business opportunities and strategic organizational growth
Required Qualifications:
2+ years of sales or marketing experience within an entrepreneurial environment; preferably in the association, non-profit, and/or software consulting environments
Strong verbal, written, and presentation skills
Strong organizational and time-management skills
Ability to maintain strong relationships with existing customers and forge new ones
Preferred Qualifications:
Experience in an AMS or CRM implementation business
Deep knowledge and relationships in the associations and/or non-profit industry
Experience with Salesforce or Salesforce-based or related products is strongly preferred
What We Offer:
Health (PPO) dental & vision plan – 100% covered for employee
Long/Short-term disability insurance – 100% covered for employee
Life and AD&D insurance – 100% covered for employee
IRA with 3% matching contribution
15 days of paid vacation – increases with tenure
10 paid federal holidays
12 weeks for parental leave
Culture of Caring
We aim to foster a culture of caring. Caring for our clients but also each other. As a company, we focus on working on interesting technologies and helping our non-profit clients provide the best experience for their members. But we also want to make sure that our team experiences personal growth in their careers.
fusionSpan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Our Company Values:
Give back to those communities that have gotten us where we are today.
Foster a culture of caring in all working relationships. Respect for each other and our diverse backgrounds and experiences.
Deliver seamless experiences and best-in-class solutions.
Embrace change and strive for growth.
#J-18808-Ljbffr
fusionSpan is a dynamic, fast-paced organization. We are a team of highly committed individuals who are inspired by the role technology plays in society. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members.
The Customer Success Manager (CSM) is key to ensuring fusionSpan has referenceable clients by being a trusted advocate for ongoing services, enhancements, and training. A successful CSM will manage key customer relationships, and ensure our team delivers the expected quality of service. The CSM will identify new growth opportunities for the clients, contract renewals, and maintain knowledge of current market conditions within the Salesforce and CRM platforms.
CSM will be the Customer Advocate at fusionSpan and will work closely with the delivery team to ensure customers are optimizing their ROI. The CSM has the technical and leadership know-how to leverage best practices and solutions across a variety of customer organizations.
This is a Remote (work from home) position.
Responsibilities: Client Service Execution
Lead advocate for the clients and lead broker internally to ensure enhancements and/or solutions are implemented successfully
Manage all existing customer relationships and create communication channels with the decision makers within the client organization
Serve as a sponsor, and lead QBRs to support and/or respond to projects that may be off track and need course correction
Gather feedback from clients and share internally to ensure best practices are being delivered
Serve as the primary point of contact for Salesforce support requests to include gathering requirements when appropriate and determining the next course of action
Work with marketing team to ensure that campaigns are effectively executed
Collaborate with management, partners, and consultants on the development of the organization-wide brand platform, communication strategies, and key messages
Ongoing Client Management
Lead customer renewal cycle
Proactively present new products and services
Partner with the Revenue Operations team to acquire renewals
Trusted client advocate and main point of contact for partnerships
Identify and support public relations and media outreach as needed
Contribute to new business opportunities and strategic organizational growth
Required Qualifications:
2+ years of sales or marketing experience within an entrepreneurial environment; preferably in the association, non-profit, and/or software consulting environments
Strong verbal, written, and presentation skills
Strong organizational and time-management skills
Ability to maintain strong relationships with existing customers and forge new ones
Preferred Qualifications:
Experience in an AMS or CRM implementation business
Deep knowledge and relationships in the associations and/or non-profit industry
Experience with Salesforce or Salesforce-based or related products is strongly preferred
What We Offer:
Health (PPO) dental & vision plan – 100% covered for employee
Long/Short-term disability insurance – 100% covered for employee
Life and AD&D insurance – 100% covered for employee
IRA with 3% matching contribution
15 days of paid vacation – increases with tenure
10 paid federal holidays
12 weeks for parental leave
Culture of Caring
We aim to foster a culture of caring. Caring for our clients but also each other. As a company, we focus on working on interesting technologies and helping our non-profit clients provide the best experience for their members. But we also want to make sure that our team experiences personal growth in their careers.
fusionSpan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Our Company Values:
Give back to those communities that have gotten us where we are today.
Foster a culture of caring in all working relationships. Respect for each other and our diverse backgrounds and experiences.
Deliver seamless experiences and best-in-class solutions.
Embrace change and strive for growth.
#J-18808-Ljbffr