POSITION OVERVIEW

The client success manager is responsible for proactively driving all customer post-sale activities. He or she orchestrates PIL’s capability to deliver a positive and integrated client experience and executes programs to drive adoption, expand reach within client organizations, ensure positive renewal outcomes and enable client loyalty. The client success manager gains and leverages account intelligence to drive best practices throughout the customer lifecycle.  This position reports to the SVP, New Product Development and the VP, Digital Sales.

PRIMARY RESPONSIBILITIES

  • Drives adoption, renewal, and retention success within existing and new client base
  • Understands and drives optimization of client’s overall use of PIL’s products, services, and support services
  • Successfully articulates PIL product interdependencies and is able to interpret how each new product enhances and supports clients existing PIL products/services
  • Understands a client’s business priorities, overall technology landscape and organization to ensure use of support processes and escalation procedures to drive desired business outcomes
  • Acts as an internal advocate between clients and PIL business functions (e.g. field sales, inside sales, lead development, marketing, account services, contracts) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption
  • Provides proactive onboarding support to designated clients to ensure a positive client experience and expedites time to value with a new product or solution
  • Promotes client participation in client communities and client usage of available knowledge base and online support tools
  • Understands and documents the adoption and relevance of all products or services for assigned accounts through SalesForce.com to ensure internal stakeholders are aware of any limitations to adoption or risks to renewal
  • Coordinates adoption-enhancing activities to mitigate any identified risk
  • Builds and maintains strong working relationships with colleagues in sales, services, support, operations, product development and product marketing to cultivate cooperation in client activities
  • Ensures notification of major software releases and any end-of-service/end-of-life announcements are delivered appropriately to the customer
  • Develops and maintains solid knowledge of: PIL’s product and solutions offerings, key industries and target markets, client lifecycle methodology and key processes, client account buying roles and personas, client success technologies, platforms and tools

 SUCCESS METRICS

  • Client retention and expansion
  • Progress against adoption goals
  • Client Net Promoter scores
  • Client satisfaction and loyalty
  • Development of client advocates and/or references
  • Stakeholder satisfaction with the team’s output
  • Completeness of account profiles
  • On-time/on-budget completion of core tasks

REQUIREMENTS/SKILLS/ABILITIES

  • Entrepreneurial mindset with outstanding organizational and leadership skills
  • Highly collaborative and accountable
  • Ability to communicate effectively at all levels, including senior management and technical personnel
  • Ability to work within a fast-paced and dynamic environment
  • Ability to multitask
  • Proven customer service skills
  • Demonstrated strong written and verbal communication skills
  • Demonstrated proficiency with Microsoft Office and relevant CRM systems
  • Ability to manage and coordinate escalations
  • Customer-centric orientation
  • Cross-functional leader
  • Strong decision-maker
  • Desire to design and improve processes
  • Comfortable working under tight deadlines
  • Able to solve problems and meet goals in creative ways, often with limited resources
  • Able to identify and leverage resources outside direct reporting structure

EDUCATION/EXPERIENCE

  • Bachelor’s Degree, required
  • 5-7 years of customer success, support/service experience in the same industry or a similar/adjacent industry
  • IT project management experience, including the rollout of customer success, support/service platforms, and client preference centers and portals
  • Reporting and dashboard development
  • Analysis and delivery of customer health, including using data from various systems to present a holistic view of the customer experience
  • Management and achievement of retention, growth and profitability goals
  • Creation of metrics and dashboards

 

 

To apply for this job please visit the following URL: https://www.theapplicantmanager.com/jobs?pos=sd1679 →