The Client Success Management function is responsible for retaining existing business and drive sales growth through client adoption of Company products and services. Specialize in using deep industry, business processes and product expertise to increase product adoption and utilization. Post-sale client point of contact accountable for value driven engagements across the customer retention lifecycle resulting in client renewals. May handle escalations and coordinate across other functional areas of the Company.
Essential Key Responsibilities- Effectively lead customer success team(s) to achieve customer satisfaction, programmatic, business, and strategic goals
- Build and maintain a high performing team through effective hiring, goal setting, rewards, team building
and performance management activities - Become a trusted advisor to client organizations, deepening relationships with key stakeholders and ensuring they achieve measurable success and ROI with our platform
- Utilize data to enhance team performance, build compelling business cases, and drive product adoption across the client base
- Set high expectations for your team, driving them to meet and exceed operational targets through structured and agile processes
- Serve as a strong advocate for our customers, building lasting relationships with C-level and VP stakeholders to ensure their long-term success
- Lead from the front, balancing servant leadership with a proactive, vocal approach to account engagement
- Collaborate with executive leadership to prioritize customer success initiatives
Education and Experience- 7 to 10 years of experience
- Bachelor's Required, Master's Preferred
Additional Skills and/or Certifications- Minimum of seven (7) years in a post-sale client management experience leading a team and portfolio of high-touch enterprise and/or strategic accounts
- Experience leading client facing programs that focus on delivering measurable business outcomes and value; Understands the criticality of operational excellence
- Has technical acumen to understand and connect the clients' business goals with our product abilities
- Highly articulate with excellent business communication (verbal and written) skills and presentation skills suitable for a global corporate environment
- Experience in working with complex, multi-divisional, multi-geographical customers
- Experience working with cross-functional teams (Product, Sales, Support, Ops)
- A bias for action
- Possesses excellent MS-Excel, MS-PowerPoint and MS-Word skills
- Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success
- Continuous growth mindset, keep learning through social experiences and relationships with stakeholder, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs
Benefits We Offer• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leave after one year of employment.
• Paid sick time to care for yourself or family members.
• Education assistance and extensive training resources.
• Do Good Program: Paid volunteer days & donation matching.
• Competitive 401k with company matching.
• Health & wellness benefits, including discounted Wellhub membership rates.
• Medical, dental & vision insurance for you, spouse/partner & dependents.
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