Job DescriptionKey ResponsibilitiesLeadership and Team Management - Team Building: Building and leading a team of high-performing Client Success Managers.
- Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities.
- Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan
Client Relationship Management - Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk. NPS will be a primary tool with other methods ensuring efficiency and effectiveness.
- Client Engagement: Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives.
- Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.
- Service Expansion: Coach and manage team members to identify opportunities to expand or enhance service offerings to meet changing client needs. Seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs. Manage targeted client expansion campaigns.
- Managing a Portfolio of Clients and a Small number of Direct Relationships: The overall role of the Client Success Team Leader is to manage a portfolio of accounts and an associated CSM team. Periodically, the CSM team leader will be required to manage a small number of accounts based on their importance or status (e.g., at risk). As retention risk is increased, carefully transitioning the account to a core team member.
Portfolio Planning and Management - Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes (satisfaction, renewal rates, expansion, etc).
Operational Excellence - Process Management: Coach and manage CSMs to efficiently and effectively execute standard work routines.
- Process Standardization: Coach and manage CSMs to follow standard policies, processes and procedures.
- Process Optimization: Identify opportunities to improve operational processes to improve CSM efficiency and effectiveness.
Quality Assurance - Service Quality: Establishing and maintaining quality standards.
- Compliance: Ensuring that services comply with industry regulations and standards.
Communication and Collaboration - Team Communication: Maintain consistent practice of team huddles, meetings and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role.
- Internal Communication: Facilitating effective communication between different departments, ensuring alignment of goals and strategies.
- Collaboration: Collaborating with sales, marketing, product development and service delivery teams to ensure a unified approach to client engagement and service delivery.
Required Skills To excel in the role individuals, need a diverse set of skills, including:
- Leadership Skills: The ability to inspire and lead teams, fostering a culture of excellence and collaboration.
- Strategic Thinking: A forward-looking mindset to contribute to the development and execution of the company's strategic goals.
- Client Relationship Management: Strong interpersonal skills to build and maintain client relationships.
- Negotiation Skills: knowledge and experience working with Software, Professional Services and general consulting MSAs, Order forms, Service Level Agreements, SOWs and other related contract documents.
- Operational Excellence: A keen eye for operational efficiency, process optimization, and risk management.
- Financial Acumen: The ability to manage proposals including pricing and client value expressions.
- Communication Skills: Clear and effective communication both internally and with clients is crucial.
- Problem-Solving: The ability to identify and solve complex problems in a dynamic business environment.
- Adaptability: The capacity to adapt to changing market conditions, client needs, and industry trends.
In conclusion, the role is multifaceted, requiring a blend of leadership, strategic thinking, and operational excellence. Success in this role is marked by the ability to build strong client relationships, develop and managing a high-performing team, and contributing to the overall growth and success of the organization. As the business landscape continues to evolve, the leader of Client Success plays a crucial role in navigating change and ensuring that the organization remains competitive and resilient.
Job Requirements: - 5+ years of Account Management, Client Success Management, or Association Executive experience required
- Bachelor's degree required or equivalent experience
- Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
- Must have excellent analytical and problem-solving skills
- Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
- Experience managing customer success teams of 6-10 members across multiple segments
- Monitoring KPIs to ensure retention and growth practices are executed
Technical Skills: - Proficient in Office 365 suite
- Experience with customer success tool usage
- Data analysis and reporting capabilities for customer health and team performance
- CRM proficiency with ability to optimize workflows and reporting
People Skills: Team leadership with ability to build and develop high-performing customer success teams
- Change management skills for process improvement and standardization
- Individual contributor coaching and performance management
- Internal stakeholder management and cross-functional collaboration
- Customer relationship management and executive-level client interaction
Strategic Business Skills:- Customer portfolio management and segmentation strategy
- Process optimization and operational efficiency improvement
- Customer retention and expansion program execution
- Team performance metrics and KPI development
- Client relationship planning and account management oversight
Additional Desired Skills: - Salesforce experience is a plus
- Association/non-proft sector experience
- Client Success Platform experience
- Presentation and communication skills for client and internal audiences
