The Client Success Management function is responsible for retaining existing business and drive sales growth through client adoption of Company products and services. Specialize in using deep industry, business processes and product expertise to increase product adoption and utilization. Post-sale client point of contact accountable for value driven engagements across the customer retention lifecycle resulting in client renewals. May handle escalations and coordinate across other functional areas of the Company
Essential Key Responsibilities
Serves as the primary post-sale point of contact for clients
Work as a Trusted Advisor to provide strategic guidance and a path to value with clients.
Actively manage a portfolio of assigned accounts so that clients may achieve their positive business
outcomes
Responsible for all post-sale activities as part of the clients’ journey, including business outcome planning
(ROI) and conducting Quarterly Business Reviews (QBR) with key decision makers
Use in-depth knowledge of client industry and/or business processes, deep knowledge of the product(s) being sold and technical expertise to drive and increase adoption and utilization and ensure a successful renewal
Contribute to revenue expansion and retention by identifying and addressing renewal risk and product adoption roadblocks as well as identifying opportunities for growth
Monitor client usage data, health indicators, renewal dates, and growth opportunities and translate them
into strategies for success
Coordinate with implementation teams to ensure solution delivery meets or exceeds contracted SLAs and KPIs
Are the internal voice of the customer by proactively working with cross-functional teams to channel client feedback and problems into enhancements and solutions
This role is intended for a professional who has wide-ranging experience
Education and Experience
15+ years of relevant experience
Bachelor's Required
Master's Preferred
Additional Skills and/or Certifications
Minimum of 15 years in a post-sale client management experience leading a portfolio of high-touch enterprise and/or strategic accounts
Has technical acumen to understand and connect the clients’ business goals with our product abilities
Highly articulate with excellent business communication (verbal and written) skills and presentation skills suitable for a global corporate environment
Experience in working with complex, multi-divisional, multi-geographical customers
Experience working with cross-functional teams (Product, Sales, Support, Ops)
A bias for action
Possesses excellent MS-Excel, MS-PowerPoint and MS-Word skills
Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success
Continuous growth mindset, keep learning through social experiences and relationships with stakeholder, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs
