Customer Success Manager

Athenium Analytics is looking for a Customer Success Manager. Successful candidates will work with an energetic, results-focused team of software developers, professional services engineers, and domain experts to provide a wide range of services to our current customers.

Athenium Analytics has a team-based culture where we work hard and have fun while doing it. We seek to add team members who have the ability to work well in a collaborative environment and can demonstrate critical thinking skills and present and explain complex ideas to the group. Open communication and working well with others are of great value to us.

Overview

Through client and internal team interaction, you will have an excellent opportunity to practice a multitude of skills including:

• Interfacing between clients and Athenium Analytics teams (Sales, Marketing, Product, Finance, Engineering, Sciences)
• Written and verbal communication
• Customer service
• Project management
• Risk management

Key responsibilities

• Build and maintain strong, long-term client relationships
• Design strategies and tactics to develop and maintain relationships with clients
• Identify unfulfilled needs within client organizations
• Manage assigned accounts to ensure customers are using purchased solutions & driveretention, upsell and renewal efforts of existing contracts
• Articulate solution value to customers & conduct product demonstrations, bringing product subject matter expertise into account as appropriate
• Conduct training for customers to assist with the implementation of the products purchased to drive adoption & maximize product value
• Seize opportunities that lead to revenue growth within client organizations, through monitoring and analyzing customer usage
• Provide client support via email and phone
• Explore opportunities for repeat sales
• Document new revenue opportunities, including renewals, in the Company CRM
• Solution analysis including exploration of alternative approaches
• Product use/best practices consulting with customers
• Provide input to future product development, while helping to align Product with customer needs
• Product demonstration development and presentations, either online or in-person
• Contribute to development of application customer user guides & product training programs

Minimum qualifications & skills

• Bachelor’s degree or working equivalent
• 5+ years Insurance Industry background, Quality Assurance preferred
• 3+ years B2B software account management experience
• Prior user or administrative use/experience using teamthink or other QA tools
• Customer service skills and a strong focus on customer satisfaction & communication strategies
• MS Excel, Word, and PowerPoint skills
• Excellent written and verbal communication skills
• Excellent interpersonal skills at all levels of an organization
• Problem solving/analytical skills
• Outstanding project leadership skills
• Keen attention to detail
• Self-motivated personality
• Ability to travel 10% of the time

What we look for

• Outstanding listening, analytical, organizational and time management skills. A problem-solver at heart
• Ability to juggle multiple tasks simultaneously, while meeting team and individual deadlines
• Excellent written and oral communication skills; Demonstrates a high level of diplomacy
• Strong work ethic, hands-on, detail oriented with a customer service mentality
• Team player, ability to work cross-functionally, self-driven, motivated, and able to work under pressure
• Sense of humor, personality, and enthusiasm!

Work location

Dover, NH or remote