Customer Success Manager

The Customer Success Manager (CSM) will build relationships with B2B software customers to ensure they are getting value from what they purchased. They will drive best-in-class customer satisfaction, retention, and expand adoption of our award-winning ERP software and services. They can flex from being a detail-oriented process manager to a highly collaborative relationship builder and team member, contributing to the overall improvement of an industry-leading sales and marketing team. The Customer Success Manager will be excited to help customers meet their ongoing cloud financial needs and delight them with world-class service.

The Customer Success Manager role will report directly to the Director of Customer Success, with close weekly collaboration with the Sales team on upsell and expansion motions. The role is primarily remote, with the opportunity of a hybrid work schedule if the CSM lives near offices in Royal Oak, MI (Metro Detroit) or Mesa, AZ (Metro Phoenix).

• Relationship minded – you win through building great relationships with customers, knowing that your success is nothing without the success of your customers
• Passionate technologist – you are passionate about making clients' lives better and easier through technology
• Detail-oriented guide – you love to guide customers through the details of clear renewal, support, and review processes, and you keep meticulous CRM documentation
• Team player – you are excited to contribute to and learn from a team of technology sales experts

• Proactively engage customers to facilitate business reviews, annual renewals, and ensure they are getting value from the software and services purchased
• Collaborate with the consulting and sales teams to identify opportunities for products or services that will help customers reach their goals, including co-selling motions introduced earlier in the customer lifecycle
• Strategically reach out to customers who may be interested in upgrading from their existing on-prem software to cloud software, generating new sales opportunities
• Convert customers from legacy perpetual billing to subscription-based billing
• Coordinate with the marketing team to build customer advocacy through testimonials and reviews
• Administratively support customer renewals and orders by maintaining CRM (HubSpot, with some Microsoft Dynamics CRM exposure), executing quotes, and managing communication and negotiation with software vendors
• Connect customers with ISVs (Independent Software Vendors) as needed
• Maintain thorough, accurate CRM documentation so any teammate can pick up a customer relationship seamlessly
• Improve and contribute to a high-performing sales and marketing team

• 3-7 years of experience in a customer success or account management role in B2B software, with a track record of strong goal attainment
• Experience with ERP and/or CRM software; familiarity with both Sage Intacct and Microsoft Dynamics (Business Central) strongly preferred
• Excellent CRM hygiene and documentation habits
• A 4-year college degree is preferred but not required

Alta Vista Technology (AVT) is a nationally recognized consulting firm providing ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), Business Intelligence, and cloud financial business solutions from Sage Intacct and Microsoft Dynamics. AVT is a Sage Intacct Premier Partner rated the #1 partner by customers on G2.com, listed as one of Bob Scott's Top 100 VARs, and recognized on the Inc. 5000 list of America's fastest-growing private companies for each of the last six years. Our core business revolves around best-in-class accounting software solutions and support, but our passion is for improving people's lives through technology. Because of this, we seek to build lifelong relationships with our clients by supporting their needs as they grow. AVT has offices in Royal Oak, MI and Mesa, AZ with a footprint of employees and customers across the U.S.

This is a full-time employment position. Candidates should be eligible to work for any employer in the United States.

We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups are more likely to only apply to jobs if they meet 100% of the listed qualifications. Alta Vista Technology encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!

Alta Vista Technology is an equal opportunity employer. Alta Vista Technology does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.