Client Success Manager

Job Description

Job Title: Client Success Manager

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Location: (preferably PST or MT)

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About Simplicity Consulting

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Simplicity Consulting helps organizations redesign how work gets done in an AI-enabled future. We combine business strategy, operational expertise, emerging technology, and specialized capabilities to rethink workflows, automate and elevate manual work, and create more efficient and effective operating models.

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We meet clients where their business needs are — from specialized individual consulting and project-based, deliverable-driven engagements to AI-enabled, outcome-based managed services. Whether providing targeted expertise for a specific business need, delivering a defined body of work, or taking ownership of an ongoing service or business outcome, we bring the right combination of people, technology, and delivery model to create impact. Our capabilities span strategy and solution design through implementation, ongoing execution, measurement, and optimization as business needs evolve.

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Every engagement is supported by experienced delivery leaders, subject-matter experts, and Simplicity’s operational infrastructure, informed by nearly two decades of experience supporting complex enterprise organizations. This allows us to connect work across teams, identify opportunities for improvement, consolidation, and scale, and adapt our approach to each client’s culture, priorities, and evolving needs.

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As part of the 24 Seven Family of Brands, Simplicity can integrate capabilities across business strategy and operations, content and design, event and experiential marketing, partner marketing, paid and performance media, and global delivery through nearshore and offshore solutions. This broader network allows us to build more comprehensive solutions around our clients' evolving business needs, drawing on specialized expertise when and where it creates the greatest impact.

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Position Overview:

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Simplicity Consulting is currently seeking a Client Success Manager (CSM) who is enthusiastic about enhancing the experiences of both clients and consultants. The ideal candidate possesses a keen interest in understanding our clients' business, excels in offering consultative support, and exhibits coaching, advocacy, and guidance for consultants. This role requires exceptional instincts, sound judgment, and the ability to simultaneously oversee multiple projects across diverse accounts. Success will be measured by business retention (revenue and talent), organic revenue growth, and outstanding Net Promoter Scores (NPS).

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Responsibilities:

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• Cultivate and expand existing portfolio of business within one or more enterprise technology accounts.
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• Serve as the primary point of contact for active clients and consultants throughout project lifecycles.
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• Collaborate with active clients to identify needs and gaps, educate them on utilizing the company’s solutions (such as Studio, near/offshore, deliverable-based/SOW projects, and staff augmentation/VMS).
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• Support the business development team by supplying client referrals and contributing project success data to drive increased sales and gross margin revenue.
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• Develop comprehensive statements of work with clear KPIs and SLAs. Lead budget negotiations based on client or Simplicity Consulting rate cards/discounts. Collaborate with the Simplicity Talent Delivery team to match the best consultant.
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• Deliver excellent customer service throughout active project lifecycles, ensuring sustained and nurtured relationships and achieving an NPS score of 8+.
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• Manage escalations for both clients and consultants, including lower NPS scores and performance issues.
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• Oversee the contract renewal process on a quarterly, bi-annual, and annual basis.
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• Monitor consultant performance, provide support for training and development, and collect and communicate recognition and performance metrics; partner with the Talent team when we are involved in backfill situations
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• Ensure data accuracy within the Simplicity CRM tool.
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• Utilize activity and dashboard reports (CRM) to identify potential opportunities or challenges within existing projects.
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Qualifications:

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• An enthusiastic team player, motivated by entrepreneurial environments, with strong emotional and social intelligence for building robust relationships and a broad network of contacts.
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• Ideally, possess a minimum of 5 years' experience in Account Management within the Marketing, Creative, or Technology sectors.
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• Proficient in understanding the functioning of corporate sales and marketing organizations and skilled in communicating with seasoned professionals.
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• Comfortable contributing to business development initiatives.
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• Effective communication and negotiation skills with clients in marketing and sales.
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• A genuine passion for client success and confidence in presenting a variety of roles.
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• Self-motivated and creative problem solver with exceptional follow-through abilities.
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• Strong critical thinking skills, including the ability to conceptualize problems and devise innovative solutions.
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• Competency in the Microsoft 365 Suite (Outlook, PowerPoint, Excel, Word).
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• Capable of managing and achieving individual weekly/monthly metrics.
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• Clear and effective communication style adaptable to the dynamics between clients and consultants.
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• Experience working seamlessly across multiple teams.
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• Experience or interest in coaching/mentoring.
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Equal Opportunity Employer:

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Simplicity is committed to fostering a diverse, inclusive, and supportive environment and proudly embraces equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

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Benefits:

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• Health: Comprehensive Medical (HSA or PPO) and Vision coverage.
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• Voluntary Insurances: Dental, Disability, Life, and AD&D.
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• Retirement: 401K with employer matching.
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• Time Off: Generous Unlimited PTO and Paid Holidays.
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