Job Description

Customer Success Manager Job Description

Executive Mosaic, the leading membership, events, and media organization in the Government Contracting market, is seeking a Customer Success Manager to assist with building long-term business relationships and driving customer retention. The CSM will act as trusted advisor to EM’s large base of executive members to ensure that their membership is maximized from onboarding through renewal. The CSM will proactively address customer needs to ensure satisfaction and loyalty

Customer Success Manager Key Responsibilities

· Onboarding – Welcoming new members and ensuring they understand all facets of their membership

· Relationship Building – Develop strong ties with the member base to ensure continued loyalty

· Proactive Support – Anticipate customer needs and address potential issues before they impact customer satisfaction

· Problem Solving – Resolve customer issues in a manner that ensures customer satisfaction and retention

· Execution – Assist in the day-of execution of Executive Mosaic’s member focused events and dinners

· Customer Advocacy – Report on customer feedback to the EM executive team to improve customer experience

· Upselling and Cross-Selling – Identify opportunities for additional sales within EM’s suite of offerings, to our existing client base.

· Reporting – Work with the VP, Sales to create custom reporting, and metrics to track customer success

· Collaboration – Work with sales, events, marketing , and media teams to drive a customer-centric approach across the organization.

· Learning & Growth – Ability to learn about EM and the GovCon industry, while executing the day to day responsibilities of the role, with an eye towards future growth within the organization.

Customer Success Manager Required Qualifications

· 2+ years experience in a customer facing role, preferably in membership or subscription-based sales

· Bachelor's degree from an accredited college

· Must be located in the DC area. While this is a hybrid role, the expectation is that the CSM will be available to attend member events.

· Strong inter-personal skills are a must. 

· Strong communication skills with the ability to communicate across a variety of channels; Email, Phone, Text, Social Media

· Deep Understanding of Salesforce.com and Salesforce reporting

· Proficiency in Excel, Word, and G Suite

· Video Conferencing experience and etiquette is a must

· Eagerness to learn and grow in a position and within the company

· Enthusiasm, and an open mind, to learn new skills and technologies and take on additional responsibilities

· Strong analytical and follow through skills

· Ability to work well independently on defined tasks

• Ability to work well as part of a team

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