Job Description

Customer Success Managers are responsible for relationship management and retention of our highest priority customers. This role will be responsible for the long-term growth and success of our customers through a deep understanding of their business needs, their products and services with Liquid Web, and by providing exceptional support at every turn.

Customer Success Managers will connect with key decision makers and stakeholders from their assigned set customer list and oversee communications between customers and internal teams to ensure successful life cycle support by Liquid Web teams.

AS A CUSTOMER SUCCESS MANAGER YOU WOULD:

• Help customers find greater value with their Liquid Web products through onboarding activities
• Drive retention efforts and revenue increases within existing/assigned account base
• Assist Sales Teams in the delivery of meaningful infrastructure and technology reviews on a client determined schedule
• Work with assigned clients to manage Liquid Web driven projects that impact infrastructure or performance
• Develop and nurture close relationships with assigned customers in order to advocate on their behalf
• Assist with high severity requests or issue escalations
• Work with Implementation Specialists to ensure the timely and successful delivery of services meeting to customer needs and objectives
• Contribute to campaign and product discussions in order to make sure offerings are relevant to customers by communicating research and client feedback
• Communicate with clients via help desk, chat, phones, email, in person, or other client requested methods
• Clearly and thoroughly document all customer interactions

YOU HAVE:

• 2+ years proven account management or other relevant experience
• Demonstrated ability to communicate, present, and effectively influence at all levels
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills
• Knowledge of web hosting industry, RPM-based environments, basic networking concepts, compute and storage standards, etc.
• Salesforce or equivalent experience
• Phone and in-person professional “presence”
• Bachelor's degree in a related field, or comparable combination of education or relative experience

WE OFFER:

• 100% Employer paid Benefits options - Medical, Dental, Vision, Prescription
• Traditional and Roth 401k with company matching
• Continuous beverage service
• Fun employer-sponsored events
• A collaborative team culture
• Consistent/set work hours
• Challenging non-redundant daily duties
• A voice in how things get done
• Access to ongoing training

DISCLAIMER:

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

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