Client Success Manager

About the job

THIS POSITION IS FULLY REMOTE

Applicants need to reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VA, OR, WA, LA

Position Description

The Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.

Key Responsibilities

• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources

• Project manage client onboarding to successful outcomes, accelerating the time they begin finding value

• Engage with client stakeholders to understand the client's business goals and objectives

• Collaborate with the Business Analyst to determine a solution to client request and project approach

• Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones

• Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites

• Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements

• Manage and facilitate project communications to stakeholders and project team members

• Identify and manage project risks, and work with clients to avoid or minimize impact

• Drive early adoption, setting KPIs and success metrics

• Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features

• Mine current customer relationships for up-sale possibilities, expansions and renewals

• Accurately forecast sales projections and the value of deals

• Keep management abreast of developments in major accounts

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience

• Experience in a customer facing role, such as customer success, account management, sales or consulting

• Experience in Customer Success in a SaaS business preferred

• SaaS software sales experience preferred

• Ability to communicate effectively in both oral and written form

• Skilled in identifying needs and solutions to problems

• Ability to process information logically

• Skilled in time-management and prioritization to meet close deadlines

• Ability to follow instructions, and proven methods or techniques to client success

• Skilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationships

• Ability to deliver high-quality presentations

• Skilled in persuading others to change their minds or behavior

• Skilled in bringing others together and negotiating

• Proven ability to work independently and in a team environment

• Ability to learn new technologies quickly