Serve as primary point of contact and trusted advisor for assigned bank customers. Build relationships, drive product adoption and sales, manage sales pipeline, support contract negotiations, ensure regulatory compliance (GLBA), attend industry events, and monitor customer satisfaction.
The customer success manager (CSM) is responsible for helping Bankers’ Bank of Kansas (BBOK) deliver its mission to provide exceptional experiences and value-added products and services to current bank customers and prospects. The CSM maintains a broad understanding of each customer bank and their current product and service usage, and consults with the bank leadership or operational staff on future needs. The CSM will be the primary point of contact for assigned banks; as such, he/she will be expected to build strong relationships with customers by demonstrating a high degree of professionalism, knowledge and credibility.
Compensation is base plus commission.
Essential Duties and Responsibilities:
- Acquire and maintain in-depth product and pricing knowledge across all of the bank’s lines of business
- Stay abreast of trends in the banking industry and competitor offerings
- Provide an excellent customer experience for customers by offering a high level of service and being a trusted advisor
- Collaborate with various departments to identify prospects
- Take a lead role in the sales process including participating in demos, contract and proposal negotiations, and the closing process.
- Establish and effectively manage a short, mid and long-term sales pipeline to track business opportunities and achieve sales and revenue targets in conjunction with department goals
- Ensure a seamless transition to the appropriate department or subject matter expert and periodically monitor customer satisfaction
- Keep effective calling notes
- Attend relevant banking events, conferences and tradeshows to maintain visibility, share knowledge and identify prospects
- Maintain knowledge of and be in compliance with all rules and regulations as appropriate, including but not limited to GLBA and safeguarding customer information
- Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill/ or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Proven success working in a business development role or in business-to-business sales
- Demonstrated ability to achieve sales goals
- Excellent analytical and problem-solving skills
- Effective time management and organizational skills
- Exceptional negotiation and decision-making skills
- Excellent verbal and written communication skills
- The ability to travel, up to 50% of which may include overnight travel
- Proficiency in all Microsoft Office applications
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