fusionSpan is a dynamic, fast-paced organization. We are a team of highly committed individuals who are inspired by the role technology plays in society. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members.
The Customer Success Manager (CSM) is key to ensuring fusionSpan has referenceable clients by being a trusted advocate for ongoing services, enhancements, and training. A successful CSM will manage key customer relationships, and ensure our team delivers the expected quality of service. The CSM will identify new growth opportunities for the clients, contract renewals, and maintain knowledge of current market conditions within the Salesforce and CRM platforms.
CSM will be the Customer Advocate at fusionSpan and will work closely with the delivery team to ensure customers are optimizing their ROI. The CSM has the technical and leadership know-how to leverage best practices and solutions across a variety of customer organizations.
Location: Rockville, MD. Hybrid role with 2-3 days in office.
Responsibilities:
Client Service Execution
- Lead advocate for the clients and lead broker internally to ensure enhancements and/or solutions are implemented successfully
- Manage all existing customer relationships and create communication channels with the decision makers within the client organization
- Serve as a sponsor, and lead QBRs to support and/or respond to projects that may be off track and need course correction
- Gather feedback from clients and share internally to insure best practices are being delivered
- Serve as the primary point of contact for Salesforce support requests to include gathering requirements when appropriate and determining the next course of action
- Work with marketing team to ensure that campaigns are effectively executed
- Collaborate with management, partners, and consultants on the development of the organization-wide brand platform, communication strategies, and key messages
Ongoing Client Management
- Lead customer renewal cycle
- Proactively present new products and services
- Partner with the Revenue Operations team to acquire renewals
- Trusted client advocate and main point of contact for partnerships
- Identify and support public relations and media outreach as needed
- Contribute to new business opportunities and strategic organizational growth
Required Qualifications:
- 2+ years of sales or marketing experience within an entrepreneurial environment; preferably in the association, non-profit, and/or software consulting environments
- Strong verbal, written, and presentation skills
- Strong organizational and time-management skills
- Ability to maintain strong relationships with existing customers and forge new ones
Preferred Qualifications:
- Experience in an AMS or CRM implementation business
- Deep knowledge and relationships in the associations and/or non-profit industry
- Experience with Salesforce or Salesforce-based or related products is strongly preferred
What We Offer:
- Health (PPO) dental & vision plan – 100% covered for employee
- Long/Short-term disability insurance – 100% covered for employee
- Life and AD&D insurance – 100% covered for employee
- IRA with 3% matching contribution
- 15 days of paid vacation – increases with tenure
- 10 paid federal holidays
- 12 weeks for parental leave
Top Skills
What We Do
fusionSpan is the leading CRM implementer and Salesforce partner for Non-Profits and Associations. We help clients implement, support, extend, and integrate CRM software. Our extensive catalog of services enables us to offer solutions ranging from system integration to digital marketing, to over 200 association clients.
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