Client Success ExecutiveYour Opportunity The Client Success Executive is responsible for working with the Director of Client Success to align the efforts of Delivery Managers (DMs), Consulting Services (CS), Account Executives (AEs), and other support teams to ensure ivision clients are receiving the optimal customer experience, value, and outcomes. This role focuses on building trusted relationships, driving adoption, and ensuring measurable client success across the entire customer journey.
The Client Success Executive is directly accountable for achieving customer retention, growth, and satisfaction targets within their assigned accounts, and is expected to proactively identify, qualify, and advance opportunities in collaboration with Sales.
Responsibilities- Build trust, long-term relationships, and loyalty with clients across their organizations to develop multiple points of support and sponsorship.
- Own Net Revenue Retention and Gross Retention outcomes across assigned accounts.
- Maintain accurate forecasts for renewals and expansions, and partner closely with Account Executives to drive attainment of revenue goals.
- Proactively drive customer value by ensuring the achievement of client outcomes, adoption of ivision solutions, and delivery of long-term customer partnerships.
- Develop and execute comprehensive Success Plans for each client, defining clear objectives, success measures, and adoption milestones.
- Provide consultative support to customers by understanding their business needs, offering recommendations, and engaging ivision teams with the right decision-makers.
- Develop and present Executive Business Reviews that deliver business analytics and insights, demonstrating measurable value and identifying opportunities to expand engagement.
- Assist Account Executives with increasing utilization, expansion, and renewals by leveraging your influence, knowledge of the client's environment, and executive relationships.
- Work to continually refine and evolve CSM processes to maximize customer value and drive efficiency and profitability for ivision.
- Work with clients during their entire customer journey (on-boarding to renewal) to ensure they receive fast time-to-value and continue receiving value through their customer for life partnership
- Help drive the timely and efficient execution of internal processes for managed services renewals and expansions.
- Understand customers' specific business needs, identify pain points that drive buying decisions, apply knowledge, analytics and engage specialists to develop solutions, and engage with Account Executives to meet those needs.
- Advocate for customers and engage high-level support resources to resolve escalated issues quickly and thoroughly.
- Serve as the client expert within ivision, providing voice-of-the-customer insights that inform future services, solutions, and strategies.
- Maintain awareness and stay informed on changing IT market, software, hardware systems and peripherals applicable to ivision's business model
- Promote a positive ivision brand in the community and represent the company at client and industry events.
Skills- Proven ability to build and sustain executive-level relationships, including experience delivering strategic recommendations and leading complex discussions.
- Strong business acumen with a track record of driving customer retention, revenue growth, and adoption of technology services.
- Skilled at identifying customer pain points, developing solutions collaboratively with Sales and Delivery, and advancing opportunities through the sales cycle.
- Consultative approach with the ability to translate technical capabilities into business value and measurable outcomes.
- Experience managing end-to-end customer journeys, from onboarding and adoption to renewal and expansion.
- Strong analytical skills with the ability to develop and present clear, data-driven business cases and EBRs to senior stakeholders.
- Ability to manage competing priorities, resolve complex issues, and drive accountability across internal and client teams.
- Collaborative, transparent, and proactive communicator, able to influence without direct authority in a matrix environment.
- A plus: Knowledge of Managed Services, IT infrastructure, networking, data storage, cybersecurity, and VOIP.
Qualifications- 5-7 years of experience in Client Success or customer-facing roles within a Managed Services or IT services organization, with direct responsibility for driving retention, renewals, and revenue growth.
- Demonstrated success managing a portfolio of clients, including renewals and expansions.
- Exceptional ability to work cross-functionally with clients at multiple levels and with internal teams to deliver customer value and business outcomes.
- Experience developing and executing Success Plans and managing health metrics across complex technology services engagements.
- Proven results driving adoption, retention, and profitable growth.
- Solid understanding of the Client Success discipline, including key metrics, processes, and best practices.
