About the RoleThe Enterprise Client Success Manager (ECSM) reports to the Senior Director of Client Success. The successful ECSM will demonstrate integrity and organizational agility through advanced decision making and prioritization skills. With an action-oriented mindset and a sharp focus on delivering results, the ECSM will build trust by independently developing and managing ongoing relationships with assigned clients (often large or enterprise-level organizations. The ECSM will have excellent written and oral communication skills with a high degree of comfort working directly with senior and executive level leaders. The ECSM will participate in team sessions but also be individually accountable for managing their assigned accounts. In addition, the ECSM is expected to creatively contribute to the continued expansion and optimization of ClassWallet's Client Success program with a keen eye toward balancing value delivery between clients and ClassWallet.
Responsibilities- Serve as the single point of contact for inbound requests from assigned clients.
- Advocate internally to manage contractual obligations & client expectations.
- Maximize the value clients get from ClassWallet solutions.
- Facilitate achievement of client's desired outcomes.
- Drive product adoption and contract renewal.
- Identify expansion and new business opportunities.
- Build client retention and satisfaction through relationship management.
- Rely on success metrics and data to determine action plans.
- Work closely with clients and internal teams (Sales, Product, Marketing, Professional Services, and Support) to ensure alignment with clients' goals & objectives.
- Set and reset expectations internally and externally as necessary.
Requirements- 2 years in an Enterprise CSM role, preferably in a state or local government capacity.
- Demonstrated experience reaching and exceeding goals.
- Outstanding written and oral communication skills.
- Strong online and in-person presentation skills.
- Superior business, process management, and negotiation skills.
- Ability to build relationships with industry associations and influential contacts.
- Ability to use CRM and sales automation and tools to streamline efforts.
- Willingness to travel (estimated 10-20%).
- Existing industry experience preferred.
- PMP Certification preferred and highly desired.
BenefitsClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life.
We offer an excellent salary and benefits commensurate with experience.
