Client Success Manager

Client Success Manager

WorkForge offers state-of-the-art, standardized, and personalized training content and delivery platforms. The heart of our mission is to partner with our clients to overcome the challenges and barriers on their road to success.

The Client Success Manager plays a vital role in the success and retention of our Clients. They will support Clients full-cycle as they transition from sales prospects to active users of our solutions. This role operates with a sales mindset, focused on building long-term relationships, implementing programs to increase business revenue, and leading the portfolio of clients through the renewal cycle to minimize churn rates. Client Success Managers will conduct regular analysis to understand additional needs with a strong focus on upsell opportunities.

• Client Relationship & Advocacy: Build and maintain client relationships at varying levels of the organization to drive loyalty. Engage actively in partner discussions to drive the long-term value of our solutions and use independent decision making to become a trusted advisor.
• Strategy and Planning: Create individualized client success frameworks and execute while listening for needs to modify based on client business objectives and KPIs. Actively monitor client wants, and share the "voice of Client" with the product team and leadership for consideration in future product roadmap.
• Client Integration: Partner with the Implementation team to lead the Client through a seamless integration process that drives and delivers the Client through a seamless integration process that drives a positive, differentiated, client experience.
• Client Support: Promote the product's value while supporting all questions, concerns, and ongoing client success. Provide training and enablement for client, driving product utilization and positive outcomes within the client organization.
• Client Retention: Renew and retain clients in support of company goals. Create and drive the renewal process through regular meetings with clients and key personnel. Initiate and listen for needs that might create additional upsell opportunities.
• Data-Analytics: Use data and analytics to monitor effectiveness and engagement with solutions while improving the Client experience.
• Collaboration: Partner with cross-functional marketing, sales and product teams to drive strategy for revenue growth and retention, while ensuring client issues are resolved in an effective and efficient manner.
• Technology: Leverage sales software tools to create best-in-class client experience and sales processes (ex: Excel, HubSpot).

Job Qualifications:

• Strong aptitude for listening and operating with a sales mindset as part of creating strategic, individualized client success and renewal plans.
• Comfort with virtual technology solutions that enable successful client relationships from a distance.
• Comfort and experience leveraging and presenting data-analytics that drive client success and renewals.
• Demonstrated success retaining and upselling Clients in a client success role, including but not limited to: accomplishment in Client renewals, dollars expanded, Client usage, and having a strong sales skillset to negotiate and provide long term value in upsell situations.
• Experience working with cross-functional teams and projects, understanding how to adapt between groups.
• Entrepreneurial spirit; a self-starter who is internally driven and able to adapt as the company reaches new milestones and/or recognizes new opportunities
• Embodies a growth mindset to set and meet goals, valuing personal and professional development with a capacity to innovate, move new ideas into practice, and thrive on feedback.
• Exceptional problem-solving and critical thinking skills using independent thought.
• Strong attention to detail and organizational skills.

Education and Experience:

• 2-3 years working a client facing Client service/success role.
• 2-3 years in SaaS or PaaS based environments.
• 1-2 years in direct renewal and upsell sales activities.
• Bachelor's degree preferred.