About this Customer Success Manager role at Advertising Specialty Institute
ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients’ success every step of the way.
ASI currently has a hybrid work model. This position requires in person attendance at our office.
In this role, you will work together with new distributor members to understand their unique business needs and strengthen the relationship we have with them. You’ll ensure they achieve their desired outcomes using our platforms and services, drive product adoption, and foster long-term loyalty.
This position will report to the Director of Distributor Services. You will join our distributor sales department, offering the opportunity to collaborate with a dedicated team focused on supporting ASI distributor members.
The salary range for this position is $55,000 - $60,000, plus commission.
Responsibilities:
- Leading new distributor members through an 18-month customer journey, providing guidance and recommendations to help them build their business via required touchpoints.
- Managing client onboarding calls scheduled by Sr AEs/AEs through MS Bookings.
- Proactively reaching out to members to discuss business successes, challenges and conduct business reviews at regular intervals to foster strong, long-lasting business relationships.
- Monitoring customer engagement scores to ensure increased usage of ASI’s products and services to gain valuable insights with guiding members and encouraging more frequent usage.
- Proactively listening to recommend new services, solutions and business resources that meet a member’s needs to ensure satisfaction and achievement of their promotional products business goals.
- Responding to members’ questions and/or concerns in a timely manner by utilizing retention skills to increase customer satisfaction towards retaining maximum business for ASI.
- Supporting retention efforts by reducing cancellation rates for members, including collection calls to past due members.
- Follow prescribed demonstrations with accuracy and quality to ensure that all goals are met efficiently.
- Attending trade shows as required.
- Partnering with Account Executives on customer escalations, as needed.
- Maintaining detailed records of all daily activities in Microsoft Dynamics.
Qualifications:
- Bachelor’s degree preferred or equivalent work experience.
- 2 years’ business-to-business retention/sales experience required.
- Bilingual is a plus.
- Collections experience is preferred.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite.
- Microsoft Dynamics experience is preferred.
ASI offers full-time employees a comprehensive benefits package including:
- Medical, Dental, and Vision coverage, available on day one of employment.
- Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
- 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
- Free Health and Wellness programs.
- Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
- Day one 401(k) with company match.
- Paid holidays, floating days, and paid time off (PTO).
- Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.
Take this opportunity to join our successful team! Apply today! EOE m/f/d/v. ASI is an equal opportunity employer, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Diversity makes us better. Check out ASI’s Diversity and Inclusion Blog Posts.
Visit our company career web site at www.asicareers.com.
