Client Success Manager

Seeking a Client Success Manager to work one-to-one with multiple clients and oversee their projects from start to finish. Be the medium  where our clients and our technology connect!  The person in this position will perform the critical function of managing day-to-day activities pertaining to delivering customized online solutions using our proprietary platform. 

 

Position Responsibilities

• Manage day-to-day relationship with clients
• Work directly with clients and colleagues to deliver contracted projects from start to finish:
• Development phase: Defining the system that will fulfill the client’s needs
• System build: Overseeing the build process working with our Platform Specialists and Development Team
• Delivery: Internal testing, delivery preparation, fulfilling client changes
• Training & launch: Conducting client training calls/screen shares
• Ongoing support/customer service: Proactive and ad hoc support throughout the client’s project
• Post-event phase: Post-event recap meeting, follow-up, and contract renewal
• Work with  Business Development team: Transition new business from Business Development to Client Success and ensure clarity around the scope of work
• Consult with clients to understand their ongoing and evolving needs, and propose solutions to meet those needs and organically grow their relationship.
• Participate in Client Success team planning: Collaborate on the workflow, deadlines and assignments to fulfill contracted services
• Assist with ongoing improvement of internal fulfillment tools: Design development documents, system specification documentation, identifying and documenting best practices learned (both internal best practices and best practices for clients in the use of our services)
• Assist with ongoing improvement of client support tools: Client tutorials, user’s guide and help screens
• Identify areas for system improvement based on client observation and specific client feedback
• Potential to be on-site with specific events