CAS uses intuitive technology, unparalleled scientific content and unmatched
human expertise to help companies create groundbreaking innovations that benefit
the world. As the scientific information solutions division of the American
Chemical Society, CAS manages the largest curated reservoir of scientific
knowledge, and for 119 years, has helped innovators mine, assess and apply that
information to keep enterprises thriving. The CAS team is global, diverse,
endlessly curious and strives to make scientific insights accessible to
innovators worldwide.
CAS is currently seeking a Customer Success Manager on our Sales team. This
position is remote and can be located anywhere in the United States.
Position Summary
The Customer Success Manager (CSM) is accountable for profitable achievement of
sales objectives for Academic accounts in an assigned territory by identifying
opportunities to grow, retain, cross-sell, and penetrate the customer utilizing
the product portfolio and services.
Identifies new customer opportunities, tracks selling activities, and manages
contact information for sales prospects. Delivers sales presentations and
partners with technical specialists in the field for the purpose of customer
onboarding and consultative selling activity. Ensures that organizational
products meet client needs.
The Customer Success function serves the Academic community by delivering
consistently high-quality customer experience, ensuring that Academic customers
receive value from CAS solutions, continue to partner with CAS, and expand their
relationship where appropriate.
Position Accountabilities
The CSM ensures that every customer realizes the full value of CAS solutions by:
Onboarding, enabling, and teaching Academic users and customers how to
realize the full value of CAS solutions.
Managing an assigned book of business and building, expanding, and
solidifying relationships with existing clients via necessary sales and
support visits, calls, emails, and presentations, with the expectation of
creating, advancing, and closing revenue opportunities within an assigned
territory.
Effectively identifying, communicating, and working through customer
problems, issues, and opportunities.
Anticipating and driving growth of additional services and coverage levels by
conducting thorough needs assessments and matching these needs to the
appropriate solutions.
Cultivating relationships with the most senior buyer(s) in the client
organization, as well as with day-to-day client representatives and buyers.
Following the established sales process and consistently utilizing the CRM to
document prospect interaction, ensuring efficient lead management.
Monitoring customer dashboards, identifying risks, and acting where necessary
to ensure optimal customer experience and product usage.
Understanding the importance of timely follow-up with customers, managers,
and staff, and making communication a top priority.
Developing and maintaining workflows to maximize selling time (utilizing AI
platforms and processes where available), including pre-call planning and
adherence to metrics and customized scripts based on opportunity type.
Attending and presenting at trade shows, events, and conferences.
Adopting central AI tools to enable rapid analysis of usage data, contract
information, and market data for risk and opportunity reporting.
Minimum Education/Experience/Technological Knowledge
Bachelor’s degree (or higher) in science-related fields, business,
communications, or other related disciplines
Three or more years of sales-related experience, which could include: lead
generation; inside and outside sales; business development; customer service.
Proven track record of exceeding sales objectives and territory/account
development
Experience with CRM and opportunity management systems, preferably
Salesforce.com
Strategic thinking capabilities with strong analytical and problem-solving
skills in selling science-related solutions and/or information/intellectual
property that impacts performance
Strong capacity to articulate industry-specific value proposition to address
customer pain points.
Experience with traveling for work-related projects or meetings with
customers.
Advanced level of diagnostic/consultative selling
Demonstrated experience with virtual selling tools such as Zoom, Web-Ex, and
other comparable tools
Experience of selling into, or working within, the Academic market would be
preferred, but not essential.
CAS offers a competitive salary and comprehensive benefits package, including a
generous vacation plan, medical, dental, and vision insurance plans, and
employee savings and retirement plans. Candidates for this position must be
authorized to work in the United States and not require work authorization
sponsorship by CAS for this position now or in the future.
EEO/Minority/Female/Disabled/Veteran