Client Relationship Manager - SaaS

Join the Team!

Is technology your passion? Do you want to work with smart, forward-thinking individuals? Do you want to grow in career you love?

At Align, our professionals are the key to our success. We don’t just hire talent, we invest in exceptional people who are forward-thinking, results-driven, and passionate about what they do. We’re a group of tech-savvy professionals who are motivated by making an impact. Our culture is one of unbounded opportunity that celebrates the passions, skills and ideas of our team—work hard, play hard, be smart!

We believe great communities lead to great companies. That’s why we offer a dynamic workplace where you feel inspired, engaged and innovative. We offer professionals opportunities to train in the leading technologies, make an impact within the industry and acquire valuable new skills whether on client sites or in one of our regional offices.

Position Overview

Align provides the Asset Point software, an IT Asset Management (ITAM) tool, to our clients to manage their Data Center Infrastructure. We offer comprehensive solutions that include the Asset Point software and our Data Center Assessment, Advisory, and Transformation professional services. The Customer Success Coordinator (CSC) is a customer-facing, individual contributor role that trains our clients on how to use our software and helps with all elements of the post-sale business relationship with Asset Point customers. Starting with user onboarding to identify needs and set goals, CSCs are trusted advisers on how to use our product, map it to a customer's specific business needs, and drive customer usage. This person will be focused on our software solutions and will not be involved with professional services.

CSCs work with customers to foster strong relationships, continuously monitor satisfaction, and act as a customer advocate by delivering product feedback and feature requests to the Asset Point team. As the CSC develops their skills and solution knowledge, they will be positioned as a subject matter expert as it relates to Asset Point and ITAM initiatives within the client.

Candidates must be willing to work onsite with clients as needed. The CSC will be rewarded for customer renewals, subscription growth, and upsells. At the end of the day, our mission is to delight our customers and have them realize the full value and potential of Asset Point.

Align is a forward-thinking organization that values quality and innovation. Our team looks for individuals who embody our values of trust, collaboration, innovation, respectfulness, entrepreneurship, and good-natured fun.

• This is a hybrid position that will report to our Iselin, New Jersey office. You are expected to work in the NJ or NYC office approximately 2 days a week or as required. Based on client needs, regularly scheduled travel to client sites in NJ or the NY Metro Area should be expected.  Additionally, occasional travel outside of the NYC Metro Area (approx. 30%) should also expected.
• This is a full-time employment position offering comprehensive benefits, a base salary in the $70K to $80 range, performance-based incentives, and paid training.

Qualifications

• 2+ years of relevant experience in any of the following areas: customer success, software training, sales, technical account management, relationship management or software support
• Prior SaaS industry experience as a trainer or in a customer success or client relationship management role is preferred, but is not required
• Ideal candidates will have demonstrated experience successfully developing outstanding customer relationships and the ability to gain a client’s trust and respect
• Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role and specifically with C-level executives
• Outgoing and deeply committed to customer satisfaction and relationship building
• Willing to works onsite at client sites or in the office as needed (minimally 2 days per week)
• Must be able to learn software systems quickly to act as a power user, trainer, and resource for our clients
• Demonstrate the ability to rapidly identify the significance of information and insightfully determine the appropriate action
• Customer service, strong analytical and problem-solving skills, a high level of professionalism, strong attention to detail, and self-motivation are required attributes
• Expert at juggling competing demands and managing limited time
• Able to work in a dynamic, cross-functional, team-based environment.
• Team-oriented, but eager to act aggressively to get things done for customers
• Passionate about building a great company and a great product

Responsibilities