RainFocus, one of the most innovative software companies in the heart of Utah's Silicon Slopes, is in search of an exceptional Client Success Manager.
About RainFocus
RainFocus cares about its employees, customers, and the world in which we live. Our rapidly-growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.
About the Role
As a Client Success Manager, you lead the way with clients, harnessing your understanding of their goals and objectives to deliver value through the RF platform. In this role, you will be responsible for the engagement, on-going success, and partnership of RainFocus clients who use our event platform. If you enjoy building and owning client relationships, then this is the role for you!
The Client Success Manager (CSM) is responsible for ensuring an outstanding client experience throughout the client lifecycle. The CSM articulates value and understands the client’s strategic goals, and leverages that understanding to drive client adoption, success, and retention. The CSM will lead the post-sales efforts in building account plans and leading key initiatives that are successful and repeatable in delivering value to our clients. The CSM is highly proficient in the RainFocus platform to intelligently speak to the value and usage of each module/workstream. Additionally, the CSM identifies opportunities to enhance client relationships and promote the proper utilization of RainFocus resources.
Responsibilities:
Develop a broad understanding of client business model to meet their expectations and drive a successful partnership
Build relationships with clients and serve as their advocate by becoming a trusted adviser
Leverage learnings from key accounts to drive value at scale to our broader client base
Develop plans for clients outlining critical success factors, metrics, targets, potential risks, and provide recommendations
Understand the client's strategic goals and business challenges, and map RainFocus features and associated business benefits to address needs and demonstrate value
Deliver best practices and coach clients to drive adoption and help clients derive value from the product
Monitor and facilitate the client’s adoption of RainFocus product features and functions in relation to the client's overall business needs
Coordinate with internal cross-functional teams to maximize overall account health
Qualifications:
Bachelor’s degree, or equivalent combination of education and experience
3+ years of related client success experience
5+ years of professional business experience
Experience working closely with C-level / SVP-level executives for clients and executing executive business reviews strongly preferred
Experience working closely with Sales through client renewal process strongly preferred
Previous work experience at a SaaS company preferred
Proven success driving organization-wide initiatives
Proven success collaborating and building strong relationships with internal and external stakeholders
Excellent verbal and written communication skills
Strong presentation skills
Excellent organization and time management skills
Comfortable working in a fast-paced environment
Strong listening skills with a thoughtful approach to addressing client pain points
Ability to assess changing priorities/tasks quickly and with ease
Personal Characteristics
The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a challenging and dynamic environment. Does this sound like you?
You have an entrepreneurial outlook and the ability to influence future direction of clients by leading the account planning process as well as the strategic direction for assigned clients
Initiative is in your blood. You have demonstrated success analyzing complex situations, defining key-objectives, and developing strategies and action plans. You don’t stop until the job is done
Execution and thought leader and you help to drive client success by using a forward-thinking, out of the box approach – and you consistently are looking for opportunities to succeed together
You are client focused, with the ability to forge strong working relationships with your clients - completely passionate about understanding your client’s business, aligning the value of solutions to their goals and challenges, and coaching them to business success
Fast-paced work environments are where you thrive. You can work with minimal supervision while taking initiative and setting priorities for yourself daily
