As a Client Success Manager, you lead the way with clients, harnessing your understanding of their goals and objectives to deliver value through the RF platform. In this role, you will be responsible for the engagement, on-going success, and partnership of RainFocus clients who use our event platform. If you enjoy building and owning client relationships, then this is the role for you!
The Client Success Manager (CSM) is responsible for ensuring an outstanding client experience throughout the client lifecycle. The CSM articulates value and understands the client's strategic goals, and leverages that understanding to drive client adoption, success, and retention. The CSM will lead the post-sales efforts in building account plans and leading key initiatives that are successful and repeatable in delivering value to our clients. The CSM is highly proficient in the RainFocus platform to intelligently speak to the value and usage of each module/workstream. Additionally, the CSM identifies opportunities to enhance client relationships and promote the proper utilization of RainFocus resources.
Responsibilities:- Develop a broad understanding of client business model to meet their expectations and drive a successful partnership
- Build relationships with clients and serve as their advocate by becoming a trusted adviser
- Leverage learnings from key accounts to drive value at scale to our broader client base
- Develop plans for clients outlining critical success factors, metrics, targets, potential risks, and provide recommendations
- Understand the client's strategic goals and business challenges, and map RainFocus features and associated business benefits to address needs and demonstrate value
- Deliver best practices and coach clients to drive adoption and help clients derive value from the product
- Monitor and facilitate the client's adoption of RainFocus product features and functions in relation to the client's overall business needs
- Coordinate with internal cross-functional teams to maximize overall account health
Qualifications:- Bachelor's degree, or equivalent combination of education and experience
- 3+ years of related client success experience
- 5+ years of professional business experience
- Experience working closely with C-level / SVP-level executives for clients and executing executive business reviews strongly preferred
- Experience working closely with Sales through client renewal process strongly preferred
- Previous work experience at a SaaS company preferred
- Proven success driving organization-wide initiatives
- Proven success collaborating and building strong relationships with internal and external stakeholders
- Excellent verbal and written communication skills
- Strong presentation skills
- Excellent organization and time management skills
- Comfortable working in a fast-paced environment
- Strong listening skills with a thoughtful approach to addressing client pain points
- Ability to assess changing priorities/tasks quickly and with ease
Personal Characteristics- The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a challenging and dynamic environment. Does this sound like you?
- You have an entrepreneurial outlook and the ability to influence future direction of clients by leading the account planning process as well as the strategic direction for assigned clients
- Initiative is in your blood. You have demonstrated success analyzing complex situations, defining key-objectives, and developing strategies and action plans. You don't stop until the job is done
- Execution and thought leader and you help to drive client success by using a forward-thinking, out of the box approach - and you consistently are looking for opportunities to succeed together
- You are client focused, with the ability to forge strong working relationships with your clients - completely passionate about understanding your client's business, aligning the value of solutions to their goals and challenges, and coaching them to business success
- Fast-paced work environments are where you thrive. You can work with minimal supervision while taking initiative and setting priorities for yourself daily
Location/TravelThis remote role can be located anywhere in the United States of America. There will be 30% travel in this role. Most trips will be 2-3 days and may include weekend travel. This travel may include attending client events, executive business reviews, and strategic stakeholder meetings.
