Member Success Senior Account Specialist - Remote
Overview
The Member Success Senior Account Specialist is a part of the Sales and Business Services department, which resides on the Member Success team and reports to the Member Success Manager. As our Member Success Senior Account Specialist you will build and manage relationships with existing members. In addition, while assisting members, you will take initiative to recommend and cross-sell products and services to meet member needs as identified. Thorough knowledge of products and services available, as well as competitor products and services is paramount to the success of this role. In this position you will provide exceptional service to existing customers; ensuring ongoing satisfaction and retention, and representing CIS in a professional and courteous manner.
The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry-leading best practices for securing IT systems and data. CIS is also a trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial (SLTT) government entities and election offices.
CIS has an award-winning reputation for investing in its people (click here to learn more), as well as continuous learning and development. We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another. Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.
Salary Range: $75,000 - $129,300
We offer a competitive total rewards package at the Center for Internet Security:
Base salary is determined on a number of factors including, but not limited to, education, experience and skills
Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
$500 wellness card for Health Coverage Participants
401(k) with 4% Company Match, vested from the first day of hire
Flexible Spending Account (FSA) & Dependent Care Account (DCA)
Life Insurance
Bonding Leave
Paid Volunteering Program
Bonus eligibility
Paid Time Off (PTO) inclusive of vacation, personal and sick time
Paid Holidays
Wellness Program
Employee Engagement Activities
Professional Development Opportunities
Tuition Reimbursement
Student Loan PayDown Program
Employee Referral program
Employee Assistance Program
What You'll Do
Own, drive, and manage the renewal process for a high volume of customers
Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure
Communicate risk clearly and take the lead in developing resolution strategies
Accurately maintain a forecast of renewals for your accounts
Input and manage all accounts through Salesforce system
Assist renewal specialists as identified relative to renewal decision
Assist in identifying and developing case studies, white papers, and testimonials
Identify opportunities to cross-sell/upgrade services
Deliver professional presentations to members via phone and web technologies
Assist in logging and tracking support requests
Represent CIS in a general capacity and present at off-site conferences or product meetings as necessary
Ensure reporting and communication is frequent and bi-directional
Other tasks and responsibilities as assigned
What You'll Need
Bachelor's degree in a technical or business discipline*
3+ years of customer success experience
Proven ability to meet and exceed customer success and retention goals
A positive attitude and strong desire for success
Proven success in building and maintaining successful relationships with existing customers and channel partners
Ability to resolve client concerns and issues
Familiar with and fluent using a CRM and Microsoft Office
Strong technical aptitude and the ability to communicate advanced technical concepts
Must be authorized to work in the United States
It's a Plus if You Have:
Relevant technical experience at a technology focused company/environment
Strong marketing, business services, and negotiating skills
Additional years of relevant experience or a combination of an Associate's degree or equivalent and relevant experience may be substituted for the Bachelor's degree.
At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.
Apply Now
The Member Success Senior Account Specialist is a part of the Sales and Business Services department, which resides on the Member Success team and reports to the Member Success Manager. As our Member Success Senior Account Specialist you will build and manage relationships with existing members. In addition, while assisting members, you will take initiative to recommend and cross-sell products and services to meet member needs as identified. Thorough knowledge of products and services available, as well as competitor products and services is paramount to the success of this role. In this position you will provide exceptional service to existing customers; ensuring ongoing satisfaction and retention, and representing CIS in a professional and courteous manner.
The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry-leading best practices for securing IT systems and data. CIS is also a trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial (SLTT) government entities and election offices.
CIS has an award-winning reputation for investing in its people (click here to learn more), as well as continuous learning and development. We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another. Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.
Salary Range: $75,000 - $129,300
We offer a competitive total rewards package at the Center for Internet Security:
Base salary is determined on a number of factors including, but not limited to, education, experience and skills
Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
$500 wellness card for Health Coverage Participants
401(k) with 4% Company Match, vested from the first day of hire
Flexible Spending Account (FSA) & Dependent Care Account (DCA)
Life Insurance
Bonding Leave
Paid Volunteering Program
Bonus eligibility
Paid Time Off (PTO) inclusive of vacation, personal and sick time
Paid Holidays
Wellness Program
Employee Engagement Activities
Professional Development Opportunities
Tuition Reimbursement
Student Loan PayDown Program
Employee Referral program
Employee Assistance Program
What You'll Do
Own, drive, and manage the renewal process for a high volume of customers
Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure
Communicate risk clearly and take the lead in developing resolution strategies
Accurately maintain a forecast of renewals for your accounts
Input and manage all accounts through Salesforce system
Assist renewal specialists as identified relative to renewal decision
Assist in identifying and developing case studies, white papers, and testimonials
Identify opportunities to cross-sell/upgrade services
Deliver professional presentations to members via phone and web technologies
Assist in logging and tracking support requests
Represent CIS in a general capacity and present at off-site conferences or product meetings as necessary
Ensure reporting and communication is frequent and bi-directional
Other tasks and responsibilities as assigned
What You'll Need
Bachelor's degree in a technical or business discipline*
3+ years of customer success experience
Proven ability to meet and exceed customer success and retention goals
A positive attitude and strong desire for success
Proven success in building and maintaining successful relationships with existing customers and channel partners
Ability to resolve client concerns and issues
Familiar with and fluent using a CRM and Microsoft Office
Strong technical aptitude and the ability to communicate advanced technical concepts
Must be authorized to work in the United States
It's a Plus if You Have:
Relevant technical experience at a technology focused company/environment
Strong marketing, business services, and negotiating skills
Additional years of relevant experience or a combination of an Associate's degree or equivalent and relevant experience may be substituted for the Bachelor's degree.
At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.
Apply Now