Client Services Manager

Company Overview:

Our success lies at the powerful intersection of people and technology. Bringing innovative training and education solutions to more than 2 million customers a year, Certus enables lifelong learners at every level — from trusted industry brands, such as Amazon, Siemens, Geico and Chick-fil-A, to individual learners seeking to enter, sustain or advance their careers. Our people come with a get-it-done spirit and a desire to impact a rapidly growing industry. Certus is committed to continuously evolving to ensure a culture where employees can be themselves, do their best work, and thrive, both professionally and personally. We choose to be a remote workforce so we can hire top talent regardless of location — all while empowering employees to work from wherever they choose. Innovative, brave, kind and diverse are defining traits of our team. Our talent is positioned in numerous roles, with opportunity for internal mobility, such as software engineers, instructional designers, creative writers, consultative sales professionals, innovative marketers and more.

Job Overview:

The Client Services Manager is responsible for maintaining and expanding our online training platform renewal customers to drive retention, customer satisfaction, and ACV growth in the assigned territory. This position requires a highly motivated client relationship professional to maximize sales potential and build customer loyalty with each customer.

Responsibilities:

• Achieve territory sales retention quota and Key Performance Indicators (KPIs).
• Establish productive relationships with outbound calling to all key contacts.
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis.
• Understand customer needs and issues and align product features as appropriate. Articulate value by conducting effective software demonstrations through web meetings and conference calls.
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives.
• Develop and manage annual renewal contract proposals.
• Provide strategic direction to help clients meet business goals, overcome objections and impediments.
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions.
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings.
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM.
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends.

Requirements:

• Strong B2B consultative selling experience
• Proven track record of developing and maintaining strong customer relationships based upon software as a service value propositions.
• Experience managing a large territory of accounts.
• Ability to drive product utilization through exceptional follow-up and customer communication.
• Capacity to sell cross functionally at many levels of an organization.
• Proficiency with MS Office Suite and CRM, Salesforce.com preferred.
• Excellent work ethic, tenacity, and the ability to multi-task.
• Organized with good time management and problem-solving skills.
• Must be a self-starter with the ability to work independently in an energetic team environment.

Performance Expectations:

• Drive new business within customer accounts.
• Drive and support customer usage of LMS platform.
• Maintain a 93% renewal retention rate.

EEO Statement: Certus 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.

Please note this position is base pay plus commission. Base pay will be between $50,000 /year. Quarterly commissions are expected to be between $10,000 - $15,000/quarter based on meeting quotas.