customer success manager New York, NY
Job description
Role: Client Success Manager
Department: Service Delivery
Reports To: Integrator
Location: Remote, Global
FLSA Status: Salary, Exempt
Term: Permanent Full-Time
Compensation: Monthly Based on Experience + Performance based Bonus
Benefits: Unlimited PTO, Remote Work, Certifications and Training Program
Position Overview
The Client Success Manager plays a critical role in delivering exceptional cloud services and driving business value to our clients. The ideal candidate is passionate about engaging customers and helping them expand their use cases. They have excellent relational skills and can create win/win environment for all parties they work with. They own the overall relationship with assigned clients by increasing adoption, expanding the relationship with new service offerings and ensuring both retention and satisfaction. They make a large impact on our cloud business practice by establishing a trusted and strategic advisor relationship with each assigned client, driving continued value of our products and services. The Client Success Manager will help drive sales by working to identify or develop upsell opportunities. Additionally, they will advocate customer needs and issues cross-departmentally and program manage account escalations.
Our Core Values
Intentional Growth
Thoughtful Execution
Integrity Above All Else
Position Responsibilities
Day-to-Day Account Management
Build strong relationships with clients that create brand ambassadorship
Follow up on outstanding requests and help see major initiatives through to completion
Act as an account escalation point for 3rd party or vendor coordination requests
Assist with procurement of products and services through our channel partnerships
Gather information related to licensing, contracts and client eligibility for various offers and promotions
Establish and maintain clear expectations with clients and fellow team members in all areas of interactions
Resolve client inquiries in an expeditious and professional manner
Maintain up-to-date information about client environments, agreements and relationship
Prepare sales quotes, proposals and other client-facing deliverables as needed to respond to client service requirements
Attend sales meetings and technology business reviews, taking notes and following up on action items
Work with engineering teams to compile reports and presentations
Drive Technology Adoption
Communicate technology standards, business value, and risks associated with aging and/or inadequate technology solutions.
Articulate how our solutions can mitigate risks, solve operational business challenges and how we can further support our clients
Work with end users and business leaders to identify use cases and opportunities to streamline workflows and improve user experience
Conduct demos of new products and integrations
Facilitate and drive engagement for webinars and in-person events and workshops.
Gather feedback from clients post implementation and training engagements
Monitor and drive adoption of the technology stack
Perform qualitative and quantitative analysis of business value derived from our solutions and services
Qualifications
Excellent Verbal and Written English Communication
A minimum of 5 years relevant working experience in a client facing role
Experience with cross department collaboration and workflows
Experience with B2B Technology Services sales and/or account management
Foundational understanding of IT infrastructure in a small business environment
Personal Skills
Self-motivated and high level of enthusiasm
Engaging and positive energy
Relationship building - able to quickly establish rapport and build trust
Excellent written and verbal communication skills
Take a personal interest in, and responsibility for quality of work performed
Ability to quickly learn new technologies and adapt to rapid changes
Ability to articulate technical information clearly and simply to non-technical people
Understand and execute the concept of micro-commitments when engaging with clients.
Knowing how to set next steps, gain commitment from clients.
Clearly communicate the agreed upon micro-commitments and follow up and follow through
Key Performance Indicators
Client Retention Rate
Net Promoter Score
Solution Adoption Rate
Revenue Goal Attainment
Standards Compliance Score
Client Proactive Touchpoints
TBR Execution
