glassdoor sales-marketing customer success manager (remote)

Customer Success Manager (Remote)


Agility Recovery is a rapidly growing business to business company focused on business continuity and disaster recovery. We are a company with an innovative culture and a fast-paced environment, backed by the solid foundation of a 30-year history serving thousands of customers across the United States and Canada. When a customer experiences a disruption to their business (whether it is a hurricane, malware attack, or burst pipe in the building), we offer flexible solutions that cover everything from business continuity planning and alerting/messaging software, to physical workspace and data recovery. Agility is the only integrated business continuity solution that helps companies plan, train, test, alert, and recover – all in one. We spend our days working to “do good” and our services bring hope to organizations in the midst of a crisis.

We are looking for a Customer Success Manager to oversee a portfolio of assigned customers and build long-term, trusting relationships that promote retention and loyalty. In this role you will be assigned to customers who are using our business continuity software, Preparis, and our end-to-end physical recovery solutions. The Customer Success Manager will report directly to the VP of Customer Success, and will work remotely in the greater Atlanta metro-area with the availability to work in the Perimeter office as needed and potentially on a one day per week basis. This position may require occasional travel not to exceed 10%.

Customer Success responsibilities include developing strong relationships with customers, and connecting with key business executives and stakeholders. As a Customer Success Manager, you will answer client queries and identify new business opportunities among existing customers. In this role, you will also liaise with cross-functional internal teams (including Account Management, Operations, and Product Development departments) to improve the entire customer experience.

Key Responsibilities:
  • Customer implementation, training, and support
  • Build and maintain strong, long-lasting customer relationships
  • Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Assist with challenging customer requests or issue escalations as needed
  • Maintain updated knowledge of all company products and services
  • Prepare reports on account status
Qualifications:
  • BS/BA or equivalent relevant professional experience
  • Proven success and experience in Customer Success or as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
  • Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
  • Solid experience with CRM software (preferably Salesforce) and Excel
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
  • Strong problem-solving skills
Why Agility?

Due to our unique position in the market, we lead in business continuity innovation, helping businesses protect their people and assets from disruptions such as workplace violence, natural disasters, and cyber-security threats. Independent analysts project that the emergency messaging space alone is a $1.4 billion market with 70% of businesses not having a chosen provider. Agility Recovery is uniquely positioned to capitalize on the growth within business continuity.

We here at Agility have been growing for the past 30 years and now we are looking for people to help us take the company to the next level. With Agility, you have the opportunity to work for a fun, fast growing, and well-capitalized organization with a startup feel. We are a company of people who want to make a difference in the world. Each one of us contributes to making sure clients come first while maintaining a strong company culture.

Plus, we offer some great perks and benefits:
  • Internal growth opportunities and emphasis on personal development
  • Beautiful, modern downtown Denver office space
  • 3 weeks of vacation + 10 observed holidays + 2 floating holidays (to use how you want)
  • Competitive medical, dental, and vision benefits
  • 401(k) plan with company variable contribution
  • Annual fitness reimbursement
  • Monthly remote work stipend
special offer

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