Client Success Manager

At the heart of our company is our people. People from many different backgrounds with different vantage points, opinions, and experiences. We strive to continually lead with our IMPACT values and empower our employees to develop their full potential on a team that is passionate about acceptance, inclusivity, and achievement. Our employees are the driving force for the innovation, collaboration and creativity that enables our organization to deliver strategic success. Job Summary: The Client Success Manager is a strategic and supportive partner for our customers at every stage during their client experience from the time they sign their contract through the life cycle of their account. This position focuses on building loyalty to ensure long-term client retention by presenting a strong implementation and onboarding process, providing product information at any point, addressing customer issues, and identifying upsells and renewal opportunities for the sales team. Primary Duties and Responsibilities: * Serve as a key service partner to customers and allow clients to make the most of their subscriptions * Sustain business growth and profitability by maximizing value * Analyze customer data to improve customer experience * Conduct product demonstrations for customers * Assist customers with setting up and navigating programs or software * Assist in creating training courses and educational materials * Act as the central contact for all things related to their account (outside of direct sales discussions) * Partner cross-functionally with product, sales, technical support, operations and shared services to gather information and assistance on behalf of the client; provide responses to the client in a timely manner * Establish clear client retention goals and process milestones for customers and employees * Upsell services and products with the brand image * Promote value through customer experience * Review customer complaints and concerns and seek to improve the customer experience Additional Responsibilities: * Additional duties as assigned Critical Competencies: * Collaboration & Teambuilding - Builds and maintains relationships to successfully work toward common strategic goals, creates strong morale and spirit, fosters open dialogue, creates a sense of unity among team * Emotional Intelligence - Capable of recognizing the emotions of self and others, demonstrates the ability to adjust to the emotional environment, builds sustainable rapport, uses diplomacy and tact to achieve mutually beneficial outcomes * Customer Centric - Establishes and maintains effective relationships with customers, effectively aligns strategy with customer's business, anticipates customer needs and sets high standards for customer service The Individual: * Experience working with brand image and promoting value through customer experience * Exceptional ability to communicate and foster positive business relationships * Technical skills required, as they relate to the use of the product or service * Accountability and personal organization are essential * Ability to de-escalate a stressful situation, remain calm and work through problems to find solutions in a way that fosters client loyalty Qualifications: * 1-3 years of experience as a Client Success Manager or similar role All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship. If you require an accommodation under the Americans with Disabilities Act, Section 503 of the Rehabilitation Act or similar law in order to apply for employment at Simplify Compliance, please contact our Talent Acquisition Team 1.800.727.5257, ext. 8101. Job applicants may request to review the company's Affirmative Action plans by contacting the talent acquisition team/recruiter, Human Resources department or Chief People Officer.

Created: 2024-11-02