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.

• 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.