Customer Retention Manager jobs in Huntington, WV

Position Overview

Sylogist has an exciting opportunity for a Customer Success Manager. This person will participate as a collaborative member of the customer success team and would be responsible for proactive communication with Sylogist’s medium to large enterprise customers, including managing legacy customer transitions to modern Sylogist solutions, annual renewals, and add-on license sales and professional service opportunities. This very important position also requires the successful candidate to be knowledgeable about our software solutions so they can advocate on behalf of the customers for feature-rich, easy-to-use product advancements. This position does not require you to work out of one of our offices, therefore, the candidate must also ensure compliance with our home-office environment requirements.

Responsibilities Include

• Manage, support, and service the assigned set of customer accounts.
• Seek out opportunities to increase customer satisfaction and strengthen customer
• Identify opportunities for migration to modern Sylogist solutions and collaborate cross-functionally to define and execute on a supporting plan.
• Manage annual renewals and deliver both quantitative and qualitative proof of
• Generate sales opportunities for add-on license sales, to include quote creation and full sales cycle
• Generate professional service opportunities and create work order projects in CRM.
• Partner with internal stakeholders including sales and customer care to ensure a great end-to-end customer experience.
• Keep updated on trends and key performance indicators impacting customers in Sylogist’s key markets and share that information and any related recommendations with
• Share market feedback and best practices with internal Sylogist teams, including the documentation of business requirements and supporting user stories to support the business case for product
• Maintain all customer interactions in CRM

What We Look For in You

Must-haves

• A bachelor’s degree is preferred and a minimum of 10 years’ experience in customer account management, business development experience with medium to large enterprise customers with a high level of accountability.
• Analytical and process-oriented mindset, coupled with excellent communication (written/verbal) and presentation skills; ability to work well under pressure
• Highly organized, self-driven and eager to provide a superior customer success experience with a desire to delight customers.
• Track record of ramping up quickly in a demanding role as well as the ability to manage multiple tasks in a fast-moving environment.
• Microsoft Office skills, especially Microsoft Excel and PowerPoint, are required.
• Some travel is required

Nice-to-haves

• Knowledge of nonprofit, education, and local government markets along with SylogistMission ERP or Microsoft Dynamics BC 
• Knowledge of MS CRM