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Customer Success Manager

Sales | Remote, DC | Full Time | Opened 24 days ago

Job Description

About CoSo Cloud LLC:

CoSo Cloud is a trusted, private cloud-managed services provider for businesses and government agencies that need the highest reliability and security for their virtual training and web conferencing. The CoSo Cloud platform meets or exceeds most security and regulatory compliance requirements for SOC 2, HIPAA, HITRUST and FedRAMP. As an authorized Adobe Connect® Gold partner, CoSo offers professional services for planning, designing, implementing, securing and managing complex, mission-critical networks and systems. This includes developing customized use cases and integrations for Adobe Connect and Zoom.

Global enterprises and government agency customers rely upon CoSo to complete their solutions when security, compliance, and reliability requirements demand more from virtual meetings and learning management systems. CoSo Cloud is an Adobe Connect and Captivate Prime partner based in Oakland, CA with offices in San Diego, CA and Washington DC.

Primary Responsibilities:

  • Nurture client relationships with key customer stakeholders and executive sponsors through account management to ensure the optimal customer experience 
  • Coordinate internal teams as the customer advocate for superior service, collaboration and delivery that exceeds expectations
  • Manage customer relationship-building through product knowledge, proactive planning, and follow through execution
  • Drive adoption of services and identify upsell opportunities as a solutions consultant based upon the customer’s business use case
  • Regularly analyze key account performance metrics and make recommendations
  • Ensure the customer’s contract commitments are being met internally by all service organizations
  • Coordinate the renewal process, ensuring accurate price quotations, managing the communications and negotiations with purchasing agents to ensure agreements are closed timely 
  • Collaborate with cross-functional business and technical teams to ensure the customer’s contract commitments are being met internally by all service organizations
  • Maintain a deep understanding of our products and solutions – along with customer use requirements vis-à-vis any competitive offerings

Required Skills and Experience:

  • Direct experience managing customer experiences with technology services-- selling and servicing enterprise accounts
  • Understanding complex partner relationships and knowledge of navigating business relationships
  • Experience in client facing roles where responsive communications skills are paramount
  • Managing client expectations around changing priorities and communicating potential risks
  • Working knowledge of project life cycle and managing multiple projects simultaneously
  • Strong written and verbal communication skills
  • Ability to learn new technologies and product features
  • A relentless self-learner and starter who thrives in a highly dynamic environment

Company Perks:

  • Healthcare Insurance
  • Paid Time Off
  • 401(k) with company matching
  • Flexible Schedule

It is the policy of CoSo Cloud LLC to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status with regard to public assistance, status as a disabled veteran, recently separated or other covered veteran, or any other characteristic protected by federal, state, or local law. In addition, CoSo Cloud will provide reasonable accommodations for qualified individuals with disabilities. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.