OC Tanner

Client Success Manager

OC Tanner • $80K — $95K *
Salt Lake City, UT 84118In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree
  • 3+ years in client success management, preferably with SaaS accounts
  • Proficient multitasker with quick and accurate processing
  • In-depth understanding of client management systems and processes
  • Strong communication skills including email, phone, and presentations
  • Team player with project management experience
  • Effective problem-solver able to research and strategize solutions

Responsibilities

  • Accountable for maintaining relationships and success of major clients
  • Understand client business environments and their specific challenges
  • Negotiate contract terms and ensure compliance
  • Make pivotal decisions to enhance client program success
  • Monitor client Key Performance Indicators (KPIs) and implement necessary changes
  • Present strategies and solutions to influence client executives
  • Lead strategy discussions and communicate effectively

Benefits

  • Hybrid work schedule with remote options on Thursdays and Fridays
  • Opportunity to mentor and lead others in client service best practices
  • Engagement with high-profile clients and major stakeholders
  • Access to ongoing professional development and continuous improvement initiatives
  • Collaborative environment working across various departments
Full Job Description
Hybrid Work Schedule-Monday through Wednesday in office, option to work remote Thursday & Friday.

Join us as we help people all over the world thrive at work. Here is where we need you most:

The Client Success Management team has been created and tasked with providing focused attention to O.C. Tanner's largest clients. CSMs (Client Success Manager) are experienced, highly skilled professionals whose primary responsibility is to align O.C. Tanner resources to reduce risk, solve issues, and deliver high-quality results to deliver a strategic solution while maintaining a positive relationship with the client.

Essential Duties and Responsibilities
  • Personally accountable for the relationship and success of our largest clients
  • Understand different business environments and the issues that affect individual clients
  • Ensure contract compliance and negotiate key contract terms and extensions.
  • Make key decisions about the management and success of a client's program to improve partnership and revenue
  • Monitor client KPI's and determine needed change to improve program success
  • Present ideas, strategies and solutions to mid-level and senior-level executives to influence decisions
  • Lead meaningful strategy discussions with the ability to clearly and concisely "tell the story"
  • Mentor, train and lead others in effective client service principles and best practices
  • Solve problems, create efficiencies, and suggest process improvements
  • Manage projects with discretion and sound judgement, skill, and efficiency
  • Collaborate with other roles and departments across the company
  • Gain extensive understanding of client solutions and recognition objectives, and partner with O.C. Tanner sales team to help achieve success
  • Manage the day-to-day relationship with main client contacts of our largest clients
  • Develop solid relationships with clients to allow long-term partnerships to flourish (retention)
  • Provide exceptional technology expertise


Requirements:
  • Bachelor's Degree
  • 3 years of experience in client success management and preference given to experience in managing SaaS accounts
  • Ability to multitask and process work quickly, efficiently, and accurately
  • In-depth knowledge of the systems and processes necessary for client management
  • Strong communication skills (email, phone, presentations)
  • Ability to work in a team atmosphere
  • Experienced project manager
  • Strong problem-solving skills
  • Ability to research complex issues and develop strategic solutions
  • Participate in continuous improvement (change)
  • Strong sense of pride and accountability to their jobs
  • Ability to adapt to change
  • Travel to client locations to conduct Client Strategic Reviews is required

About OC Tanner

O.C. Tanner is a global employee recognition and corporate gifting company. Founded in 1927, the company is headquartered in Salt Lake City, Utah, and has offices in Canada, the United Kingdom, and Australia. O.C. Tanner provides employee recognition programs, service awards, and incentive programs to businesses worldwide. The company has been recognized for its workplace culture and has been named one of the best places to work in the United States by the Great Place to Work Institute.
Learn more about OC Tanner
Size
2,000 employees
Industry
Business Services
Founded
1927
* Ladders Estimates

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