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Client Success Manager- Entry Level

2 months ago

Kansas City, United States RPI Consultants Full time

Company Description

At RPI we pride ourselves on being a team in the truest sense. We foster a collaborative working environment and are available to lend a hand where needed. Our approach focuses on results, but we enjoy thinking outside the box and breaking down preconceived notions. Our atmosphere is professional and relaxed. We measure success through results, happy satisfied clients, great working relationships with your teams and individual productivity.

Job Description

This is an entry level position and requires you to be our office in the Crossroads in Kansas City, MO

Do you pride yourself on being organized? Are you a person that enjoys working on a team with multiple competing deliverables?

RPI Consultants is looking for a talented individual to join our Content & Process Automation Practice as a Client Success Manager. This role works closely with our Practice Manager, Product Managers, Engineering Managers and Project Managers to support the organization and oversight of incoming software support requests, collaborating on licensing renewals, and driving Client satisfaction through empathetic client advocacy and management. You will be on the front lines of working with RPI’s Yoga Flexible Software Clients. The general tasks of this role will be to communicate with clients over email and phone calls, coordinate internal resources across multiple different departments, issue status reports, build client dashboards, schedule resources, triage tickets, track budgets, and create various professional documentation materials for your clients.

The ideal candidate is motivated to start a career in Client Success, presents professionally, possesses a natural aptitude for organization and has a high emotional intelligence. You must be motivated to manage your workload and to prioritize tasks in a fast-paced consulting environment. We can teach you, but you must bring the drive and desire to make this position your own.

Responsibilities

  • Manage the customer onboarding process, providing product training and educational materials to ensure a smooth and successful transition for new clients
  • Act as the main point of contact and advocate for customers within the organization, addressing their needs and expectations
  • Drive product adoption by helping customers understand and leverage the full range of features and functionalities available
  • Proactively identify and address customer concerns, risks, and potential churn indicators to retain customers and reduce churn rates
  • Identify opportunities for upselling and cross-selling additional products or services, suggesting relevant solutions and demonstrating the added value
  • Foster customer advocacy by ensuring positive experiences with the product and company, encouraging referrals, testimonials, and case studies
  • Collect and share customer feedback and insights with relevant departments (such as Product Management, Development, and Marketing) to help improve the product and overall customer experience
  • Collaborate with Account Executive’s on contract renewals, addressing any concerns or issues that may impact a customer's decision to renew their subscription
  • Monitor customer health metrics (e.g., usage, satisfaction, support requests), proactively identifying potential issues and addressing them before they escalate
  • Act as an escalation point for customer support issues, collaborating with the support team and other departments to resolve complex problems and ensure customer satisfaction
  • Oversee the management of incoming support requests, ensuring efficient triage, optimal resource allocation, and prompt resolution to maintain high customer satisfaction

Qualifications

Preferences

  • Associates or Bachelor's degree
  • Prior experience in Customer Success/Support
  • Familiarity with ticketing tools

Requirements

  • This position requires you to be our office in Kansas City, MO
  • Travel: requires some travel nationwide (~25%)

Additional Information

RPI Perks

  • Learning Opportunity for Service and Support Management role
  • Competitive compensation structure
  • Health, dental, vision, and life insurance, along with 401k matching
  • Small business where one driven individual can have a major impact
  • Team of experienced professionals who value both hard work and having fun

"RPI Consultants, LLC is an equal opportunity employer. As a federal contractor, we take affirmative action to ensure equal opportunity and all candidates are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected characteristics.