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Client Success Manager
NC, MA or Remote
Job Purpose
The Client Success Manager role at Engage2Excel is the primary client-facing role expected to manage the relationship and ensure strategic alignment and best value for the product being supported. The role should always be striving to be the trusted advisor on the account make sure that all internal teams are delivering as expected by the client and that the revenue stream is preserved and grows. They will be the primary communication and relationship point to the client and is expected to translate customer requirements with insight and thoroughness of impact by researching and with a depth of knowledge on the tool and the configuration that is specific to the client.
Key Responsibilities
- Responsible for the customer satisfaction, retention/renewal and growth of accounts
- Proactive management related to developing deep-rooted client relationships with an intimate knowledge and understanding of the client, current program design and functionality
- Develop deeper and higher level relationships within assigned strategic accounts working closely with the Customer Experience and Sales Solutions teams to drive additional business and execute upon the account strategy
- Partner with Sales Solutions, Implementation, IT, Merchandising, Manufacturing, and other Customer Experience team members to ensure smooth operations of current programs
- Lead the development and presentation of Annual to Quarterly Business Reviews for assigned strategic accounts
- Consult customers on best practices for their organization
- Act as a trusted advisor during the sales process
- Contract management including renewal
- Evaluate new requests (existing or new client) against solution roadmap for product offering; raising up enhancement opportunities for evaluation, or selling client toward approved solution
- Evaluate new requests from existing clients to determine management by Program Manager for change request, or assignment to Design/Implementation Consultant
Qualifications
Individuals should have a minimum of three years of client-facing experience in a fast-paced consulting, strategic or technology-based role supporting the building of strong client relationships, ensuring the tools and services have been delivered as expected by their clients and consulting and advising them for the future. Must have the ability to travel 25% of the time and have the demonstrated ability to grow an account. Preferred candidates would have would 7+ years’ experience doing the above but with some of the largest organizations across the globe and the ability to show strong growth within their client base. Individuals with knowledge of reward and recognition programs is preferred but not required. Bachelor’s Degree Required or equivalent strong work experience with Master’s Preferred.
Desired Behaviors
- Outstanding customer service skills: accuracy, timeliness, responsiveness, proactivity, and mutual learning
- Strong client facing skills and presence
- Be able to navigate the politics of an organization
- Good listening skills to understand the client needs
- Problem solves to propose alternative solutions when existing product capabilities do not support customer needs
- Good business acumen; SME on our industry and the human capital management
- Ability to partner with the various parts of the business and translate desires of clients to E2E teams.
Desired Outcomes
- Drive renewals to grow the book of business
- High customer satisfaction and retention
- Reference ability post go-live
Working Conditions
- Up to 25% travel expected
Physical Requirements
Job Purpose
The Client Success Manager role at Engage2Excel is the primary client-facing role expected to manage the relationship and ensure strategic alignment and best value for the product being supported. The role should always be striving to be the trusted advisor on the account make sure that all internal teams are delivering as expected by the client and that the revenue stream is preserved and grows. They will be the primary communication and relationship point to the client and is expected to translate customer requirements with insight and thoroughness of impact by researching and with a depth of knowledge on the tool and the configuration that is specific to the client.
Key Responsibilities
- Responsible for the customer satisfaction, retention/renewal and growth of accounts
- Proactive management related to developing deep-rooted client relationships with an intimate knowledge and understanding of the client, current program design and functionality
- Develop deeper and higher level relationships within assigned strategic accounts working closely with the Customer Experience and Sales Solutions teams to drive additional business and execute upon the account strategy
- Partner with Sales Solutions, Implementation, IT, Merchandising, Manufacturing, and other Customer Experience team members to ensure smooth operations of current programs
- Lead the development and presentation of Annual to Quarterly Business Reviews for assigned strategic accounts
- Consult customers on best practices for their organization
- Act as a trusted advisor during the sales process
- Contract management including renewal
- Evaluate new requests (existing or new client) against solution roadmap for product offering; raising up enhancement opportunities for evaluation, or selling client toward approved solution
- Evaluate new requests from existing clients to determine management by Program Manager for change request, or assignment to Design/Implementation Consultant
Qualifications
Individuals should have a minimum of three years of client-facing experience in a fast-paced consulting, strategic or technology-based role supporting the building of strong client relationships, ensuring the tools and services have been delivered as expected by their clients and consulting and advising them for the future. Must have the ability to travel 25% of the time and have the demonstrated ability to grow an account. Preferred candidates would have would 7+ years’ experience doing the above but with some of the largest organizations across the globe and the ability to show strong growth within their client base. Individuals with knowledge of reward and recognition programs is preferred but not required. Bachelor’s Degree Required or equivalent strong work experience with Master’s Preferred.
Desired Behaviors
- Outstanding customer service skills: accuracy, timeliness, responsiveness, proactivity, and mutual learning
- Strong client facing skills and presence
- Be able to navigate the politics of an organization
- Good listening skills to understand the client needs
- Problem solves to propose alternative solutions when existing product capabilities do not support customer needs
- Good business acumen; SME on our industry and the human capital management
- Ability to partner with the various parts of the business and translate desires of clients to E2E teams.
Desired Outcomes
- Drive renewals to grow the book of business
- High customer satisfaction and retention
- Reference ability post go-live
Working Conditions
- Up to 25% travel expected
Physical Requirements
