THIS POSITION IS FULLY REMOTE
Applicants need to reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VA, OR, WA, LA
Position Description
The Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.
Key Responsibilities
Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources
Project manage client onboarding to successful outcomes, accelerating the time they begin finding value
Engage with client stakeholders to understand the client's business goals and objectives
Collaborate with the Business Analyst to determine a solution to client request and project approach
Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones
Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites
Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements
Manage and facilitate project communications to stakeholders and project team members
Identify and manage project risks, and work with clients to avoid or minimize impact
Drive early adoption, setting KPIs and success metrics
Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features
Mine current customer relationships for up-sale possibilities, expansions and renewals
Accurately forecast sales projections and the value of deals
Keep management abreast of developments in major accounts
Qualifications
Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience
Experience in a customer facing role, such as customer success, account management, sales or consulting
Experience in Customer Success in a SaaS business preferred
SaaS software sales experience preferred
Ability to communicate effectively in both oral and written form
Skilled in identifying needs and solutions to problems
Ability to process information logically
Skilled in time-management and prioritization to meet close deadlines
Ability to follow instructions, and proven methods or techniques to client success
Skilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationships
Ability to deliver high-quality presentations
Skilled in persuading others to change their minds or behavior
Skilled in bringing others together and negotiating
Proven ability to work independently and in a team environment
Ability to learn new technologies quickly