Client Success Manager

THIS POSITION IS FULLY REMOTEApplicants need to reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VAPosition DescriptionThe Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.Key ResponsibilitiesAct as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resourcesProject manage client onboarding to successful outcomes, accelerating the time they begin finding valueEngage with client stakeholders to understand the client's business goals and objectivesCollaborate with the Business Analyst to determine a solution to client request and project approachCreate Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestonesMonitor and facilitate the completion of work requests, and schedule deployments of work to client sitesResolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirementsManage and facilitate project communications to stakeholders and project team membersIdentify and manage project risks, and work with clients to avoid or minimize impactDrive early adoption, setting KPIs and success metricsMaintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new featuresMine current customer relationships for up-sale possibilities, expansions and renewalsAccurately forecast sales projections and the value of dealsKeep management abreast of developments in major accountsQualificationsBachelor's degree in Sales, Business Administration, or related field; or equivalent experienceExperience in a customer facing role, such as customer success, account management, sales or consultingExperience in Customer Success in a SaaS business preferredSaaS software sales experience preferredAbility to communicate effectively in both oral and written formSkilled in identifying needs and solutions to problemsAbility to process information logicallySkilled in time-management and prioritization to meet close deadlinesAbility to follow instructions, and proven methods or techniques to client successSkilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationshipsAbility to deliver high-quality presentationsSkilled in persuading others to change their minds or behaviorSkilled in bringing others together and negotiatingProven ability to work independently and in a team environmentAbility to learn new technologies quicklyJ-18808-Ljbffr