Customer Success Associate

This position is located in our Severna Park, MD headquarters

Founded 8 years ago, CallTrackingMetrics is a subscription software service with over 100,000 users in 90 different countries. As early creators in the SaaS/UCaaS space, our technology provides marketing attribution for businesses to track which ad campaigns drive phone calls, texts, form fills, and conversions. We are also the only company to offer call tracking combined with robust contact center tools all in one platform. This powerful combination enables organizations around the world to improve the ROI on their ad campaigns, drive more conversions, increase efficiencies, and automate their operations.

We are a fun, fast-growing team of 50 people based in Severna Park, MD (conveniently located near Annapolis and Baltimore). Our company has been featured on the Inc 5000 list of fastest growing companies and ranked as a finalist in Baltimore Business Journal’s Best Places to Work.

DESCRIPTION SUPPORT

Are you looking for a position where you can showcase your drive and desire to grow, while working with your team members to constantly improve our products and achieve a better customer experience? If so, we want to talk to you! 

We’re currently growing our Customer Success team and are looking for a driven, strategic, and goal-oriented Customer Success Associate/Account Manager to join us. As a Customer Success Associates/Account Manager, you will manage inbound sales requests from our tenured customers. Our clients need a trusted advisor to help them understand how our product can provide attribution, help them grow their business, and provide a robust communication solution that unifies Sales, Marketing and Operations.

As a successful Customer Success Associate, your duties and responsibilities will include:

  • Handling commercial inquiries (such as plan change discussions, discounts, usage expansion, professional services, selling add-on services) from our tenured customers
  • Working smartly across a high volume of tenured customers to drive adoption, usage, upgrades, long term contracts, and revenue
  • Working closely with our Technical Support team to escalate customer issues and escalations
  • Contributing to the team with new ideas and making suggestions for continued process improvements
  • Working to become a product expert and continue to learn about industry trends and info to best support our customers
  • Using Customer Success software to help prioritize the management of tenured customers
  • Identifying and managing  at risk customers effectively to help reduce churn and exceed company churn targets
  • Orienting new main contacts at established accounts

The best candidates will have the following:

  • Experience working in Customer Success, Account Management, Sales, or related field
  • Ability to manage a high volume of activities
  • Ability to quickly build rapport with others
  • Flexibility and adaptability
  • Strong objection handling skills
  • Excellent organization when managing projects
  • Be positive, supportive, and self-starting
  • Demonstrate hustle and persistence
  • Be curious and ask questions to get to the heart of the matter
  • Have a strong interest in technology and/or software
  • Have a willingness and desire to learn and grow quickly in a startup environment

We Require:

  • A Bachelor’s Degree 
  • 2+ years proven experience managing a portfolio of business accounts with demonstrated contract value growth and renewal performance  
  • 2+ years experience working with customers at the Director, VP, or Executive level
  • 2+ years working in an advertising, marketing, telecommunications or SaaS business 
  • Experience negotiating contracts 
  • Experience guiding customers through software demonstrations or implementations 
  • 2+ years managing Accounts in Salesforce or similar CRM across hundreds of customers
  • Someone who knows how to use technology to prioritize 
  • Someone with very strong time management skills 
  • Someone who is efficient, works smart and is going to be able to balance priorities and requests 

Perks and Benefits:

  • Competitive Salary
  • Eligible for quarterly commissions
  • Eligible for quarterly bonuses with potential to earn up to 15% of salary
  • Generous PTO policy ad flexible work schedule
  • 100% employer paid medical and dental coverage for employees; generous coverage for vision plans and dependents on medical and dental
  • Additional benefits include Employer-paid short and long-term disability, parental leave, etc.
  • 401K Plan with per-pay employer matching
  • Casual, fun working environment in a fast growing, dynamic start up 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action

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