Customer Success Manager

Description

Position Summary:

The Customer Success Manager is responsible for working with the sales teams to quote hardware and software licensing renewals (including but not limited to HPE, Cisco, Dell, etc) prior to expiration. This includes managing the renewals process from start to end, problem-solving, following up with customers, and answering customer questions. The Customer Success Manager works closely with the ISR team(s) to establish parameters for pricing and other quoting expectations. In addition, the Customer Success Manager is responsible for establishing goals and processes for the Customer Success Specialists and Renewals Specialists.

Roles and Responsibilities/ Essential Functions:

•  Work with different HBS Sales Teams to confirm product should be renewed and establish parameters for quoting. This could include margins, co-terming, or any other needs of the sales teams and the customer.
•  Consistent follow-up with internal and external customers on renewals prior to expiration.
•  Serve as a leader in utilizing operational software.
•  Work with Heartland Business Unit leaders to identify new items needing to be processed through the Customer Success team.
•  Continue to develop/improve processes relating to renewals.
•  Develop and maintain a process for Cisco’s Lifecycle Advantage Program.
•  Responsible for monitoring team growth as Heartland expands their revenue and gross profit goals.
•  Assist in defining and arranging Renewal trainings.
•  Training of new employees.
•  Help build Renewal/ISR team comradery and cohesion, and establish a positive, collaborative culture.
•  Track and communicate renewal rates, including Cisco, along with introducing new ideas and processes to improve renewal rates across the team.
•  Working with vendors to improve renewals rates and building licensing vendor relationships.
•  Obtain distributor/vendor quotes for renewals.
•  Process orders for approved quotes.
•  Track open orders and opportunities; confirm receipt of renewal certificate.
•  Proactively manage renewals expiring in 60-90 days.
•  Follow up on quotes not ordered and open opportunities – make sure sales teams and customers are aware of upcoming expirations.
•  Send accurate quotes to sales teams and customers in a timely manner.
•  Create configuration within Heartland software with new expiration date and attach all appropriate documents.
•  Effectively communicate with internal departments at Heartland as well as with customers and vendors.
•  Follow the established renewals process to achieve renewal rate goals.
•  Track orders; confirm receipt of renewal certificate.
•  Perform other duties as assigned.

Requirements

Competencies:

•  Accuracy - Ability to perform work accurately and thoroughly.
•  Applied Learning – Ability to hear, understand and interpret what others are saying.
•  Adaptability – Ability to adapt your way of thinking or responding to changing workplace conditions.
•  Communication, Oral - Ability to communicate effectively with others using the spoken word.
•  Communication, Written - Ability to communicate in writing clearly and concisely.
•  Customer Oriented - Ability to take care of the customers’ needs while following company policy.
•  Detail Oriented - Ability to pay attention to the minute details of a project or task.
•  Goal Oriented – The ability to stay focused on the task objective and perform in accordance with clear expectations and goals.
•  Organized - Following a systematic method of performing a task.
•  Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Required Experience:

•  3 years of technical, business and/or sales experience
•  Previous experience with Cisco software and agreements

Preferred Experience:

•  Previous experience with the Cisco Lifecycle Advantage (CX) program

Required Skills, Education and/ or Certifications:

•  Bachelor’s degree or equivalent certification
•  3 years of technical, business and/or sales experience
•  Proficiency using a computer and working with Microsoft office suite; Outlook, Word, Excel

Preferred Skills, Education and/ or Certifications:

•  Cisco Customer Success Manager Certification

Equal Opportunity Employer - Including Disabled and Veterans

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