Client Experience Leader

1 month ago

Milwaukee, United States River Run Computers Inc Full time
Job DescriptionJob Description

The Opportunity

River Run's Technical Services Department is looking for a Client Experience Leader to drive successful outcomes with River Run clients. Client Experience Leaders provide a best-in-class experience for clients focused on establishing and maintaining an actionable path to value via technology products and services offered by River Run.

Client Experience Leaders engage with Clients through a combination of success programs and high touch services, delivering the right resources at the right point in the Client technology journey. Our Client Experience Leaders are advisors and are passionate about the Clients they support, creating strategic alignment between Client digital priorities and the River Run provided solutions.


What You Will Do

Deliver an exceptional Client experience through proactive engagement, applying the right internal resources, and optimally using our Technical Services engagement model to meet Client business goals.

  • Act as the main point of contact for the Client, defining and maintaining a success plan via a technology roadmap with clear outcomes and organizing communication across Client executives, business partners and River Run resources.
  • Monitor Client outcomes relevant to defined success metrics via regularly scheduled reviews and check-ins both in person and virtually
  • Ensure Clients employ best practices for achieving maximum value and security.
  • Partner with River Run Account Executives on sales opportunities for the clients to maximize value to the client and to River Run
  • Actively identify common Client challenges and suggest better solutions.
  • Oversee client documentation to ensure information is current and sufficient.
  • Serve as the voice of your clients internally at River Run, sharing process improvements and asks from Clients
  • Act as a Client's trusted advisor and partner.

What you Need To Succeed

  • Passion for partnering with Clients and internal resources to drive success and measurable outcomes.
  • Creative problem solving and the ability to spot Client retention risk.
  • Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.
  • Effective member of a team and ability to collaborate across River Run
  • Highly motivated and proactive, with a passion for developing new skills and expertise.
  • Exceptional organizational, presentation, and communication skills, both verbal and written.
  • Ability to communicate technical concepts in simple terms to clients while demonstrating the business value for the client
  • Demonstrate passion for creative problem solving.
  • Ability to
  • 3+ years Client Success / Account Management experience required
  • 2+ years in a manager / leadership capacity
  • 2+ years in the IT industry as a consultant or similar preferred.
  • Associates Degree in Communications, Business, Technology, or related area required.
    • Bachelor's Degree preferred or equivalent experience in the position requirements.

Transportation

Must have a reliable vehicle, valid driver's license, and valid insurance

  • 65% or more of Client meetings are required to be in person (local travel only)

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.


River Run provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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