Client Success Partner I

Client Success Partner I

The Client Success Partner I role plays a critical role in ensuring current and new SMC3 customers derive maximum value from SMC3 products and services. This position supports customer onboarding, API integrations, product adoption, customer communications, and ongoing customer success initiatives across the commercial lifecycle.

Essential Functions:

• Own customer and Alliance Partner onboarding and integrations from kickoff through go-live, including customer coordination, progress tracking, proactive follow-up, issue resolution, and go-live readiness activities.
• Conduct client-facing product demonstrations, onboarding sessions, integration walkthroughs, and customer meetings that clearly communicate the value of SMC3 products and services.
• Collect, validate, configure, and maintain customer-specific onboarding and integration data while ensuring accurate customer configurations and successful implementation outcomes.
• Troubleshoot onboarding and integration issues, coordinate resolution efforts with internal teams, and maintain clear communication with customers throughout the implementation lifecycle.
• Track and manage implementation milestones, testing progress, customer responsiveness, project risks, action items, and projected timelines to support successful customer delivery.
• Maintain accurate documentation of customer communications, implementation activities, meeting recaps, project updates, and onboarding progress within CRM and support systems.
• Serve as a liaison between customers and internal teams including Sales, Product, Development, and Technical Support to ensure alignment, collaboration, and positive customer outcomes.
• Monitor and respond to customer inquiries in a timely manner while delivering a high level of customer service and customer satisfaction.
• Gather customer feedback and collaborate with internal stakeholders to support continuous improvement initiatives, customer advocacy efforts, and operational best practices.
• Identify potential customer growth opportunities and partner with Sales and leadership to support customer expansion initiatives.
• Contribute to the development, refinement, and documentation of onboarding procedures, integration processes, internal knowledge resources, and operational standards.
• Demonstrate strong ownership, accountability, responsiveness, collaboration, and follow-through in all customer and team interactions.

Qualifications/Education/Skills:

• Bachelor's degree from an accredited four-year college or university.
• Minimum of 13 years of relevant experience; LTL experience required.
• Strong communication, presentation, organizational, and customer relationship management skills.
• Ability to manage multiple priorities with strong attention to detail in a fast-paced environment.
• Experience with customer onboarding, implementations, integrations, or technical support preferred.
• Working knowledge of REST or SOAP web services and the ability to interpret XML or JSON messages preferred.
• Experience using CRM or similar customer tracking systems.

Competencies:

• Customer Focus
• Problem Solving
• Communication Skills
• Planning & Organization
• Adaptability
• Attention to Detail
• Dependability