Customer Success Manager

Location: Herndon, VA office

Position: Customer Success Manager

Job Type: Full-time

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.

We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organization’s compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster.

Job Summary:

The Customer Success Manager (CSM) will ensure current customers receive exceptional service that will support maintaining customer satisfaction, customer retention, and discover expansion opportunities. The CSAE will be the main point of contact for customer business needs.

Key Responsibilities:

• Build and maintain strong relationships with your customers while ensuring their needs are being met in a timely manner
• Conduct regular Service Reviews to identify potential issues, understand customers current and future plans, and discover opportunities for upselling services that align with the customers' needs
• Monitor accounts and proactively address any issues, escalating as needed, while also surfacing opportunities for improvement
• Resolve complex customer problems or disputes in a professional manner
• Support proactive marketing campaigns to keep customers informed about product updates and best practices.
• Keep records and documentation of customer interactions
  
  

Key Qualifications:

• 3 years prior experience in customer facing and / or sales roles
• Excellent communication skills and the ability to understand the needs of the customers
• Demonstrate analytical and problem-solving skills
• Strong organizational and time management skills
• Knowledge of the corporate information technology (IT) space, any experience working with data backup, or IT Managed Services Providers (MSP) is a plus
• Knowledge of customer service programs and CRM management programs, experience with HubSpot is a plus
• Strong administrative technical skills with standard MS Office components including Word, Excel, and PowerPoint
• Bachelors Degree is required
  
  

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive benefits package, including health, dental, and vision insurance
• 401K program with company matching
• A dynamic, inclusive, and collaborative work environment
• Hybrid work schedule requires an in-office presence with remote work flexibility
  
  

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

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