Client Success Manager

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

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