Job Description

Health & Safety Institute (HSI) is a leading Environmental, Health and Safety (EHS) and workforce development provider that offers safety and workplace training, safety management software, and compliance solutions. Founded in 1977, HSI has seen tremendous growth supported by innovative technology, robust systems and exceptional customer support. Our mission is to make the workplace and community safer.

This is a remote, work-from-home role.

JOB SUMMARY 

A Customer Success Manager builds strong relationships with customers and monitors their experience with a product or service. 

This role requires a strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.

Most importantly, CSMs build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds.  The primary goal is to keep the customer's needs and wants top of mind, regardless of sales quotas and new product releases.  

ESSENTIAL FUNCTIONS

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
• Work with customers to ensure they are leveraging our services effectively and finding value in our services
• Become an expert in our services and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage
• Other duties as assigned

QUALIFICATIONS

• Bachelor’s degree or the equivalent experience in Customer Support/Success, Sales, Business Development or Account Management required
• 1 to 3 years’ experience in a customer facing role, such as Customer Success, Customer Support, or Account Management.
• Experience with Salesforce and Customer Success platforms essential
• Experience working with senior and executive level customer contacts
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire learn new technologies
• Ability to understand and articulate HSI’s products, services, and overall strategy 
• A knowledge EHS and compliance management will be considered a plus
• Well-organized, with a high attention to detail and ability to prioritize
• Proficiency with MS Office

This role pays a competitive base salary PLUS commission based on performance.

We offer a competitive benefits program including medical, dental, vision, life and disability, flexible spending, matching 401k, casual work environment, and paid time off.  

ADA REQUIREMENTS

Constant interpersonal skills, teamwork, customer service, problem analysis, and reading, speaking, writing, and understanding English. Frequent creativity, mentoring, presentations, and teaching. Occasional decision making and independent judgment or action. Frequent keyboarding, sitting, standing, hearing, and talking