SA51P3 Customer Success Manager

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.

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.

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.

• 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