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Client Success Manager

1 month ago

Nashua, United States Rightworks LLC Full time
Job DescriptionJob Description

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

The Client Success Manager is a highly proactive and driven IT account manager that engages with accounting professionals to deliver results. The manager is responsible for managing the life cycle of the firms following the project implementation to the date of renewal. The position focuses on developing lasting relationships with Rightworks OneSpace Firm Premier clients by providing excellent service and user experience. The position focuses on two main aspects: references and retention inside Rightworks OneSpace Firm Premier.

Responsibilities

As a Client Success Manager, your role in the Rightworks organization will be to provide an extremely high level of service and leadership to our clients. Ultimately, your efforts will be essential in providing a positive experience to our clients. A Client Success Manager will:

  • Have regular contact and routine calls with cloud administrators and/or partners for an average of forty accounting firms
  • Ensure the OneSpace Firm Premier experience is stable and consistent for their firms
  • Communicate and work jointly with Rightworks internal teams (Service, Application, Network, Project, Infrastructure) to deliver resolutions to clients
  • Walk clients through software, office, and staff changes
  • Advise best practice for using and engaging with the Rightworks OneSpace Firm Premier product
  • Be responsible for having an in depth understanding of the Rightworks product and procedures
  • Show our clients that they are valued and appreciated
  • Be the voice of the customer

Additional responsibilities

Account management

  • Day-to-day activities include keeping a pulse on our clients
  • Guide escalation process where necessary through the proper support channels
  • Manage client communication via weekly updates, status page, calls, and email
  • PR, write up root cause analysis, and communicate effectively with clients on outages
  • Oversee client projects such as office moves, network changes, software implementations and conversions
  • Every Client Success Manager will be required to provide qualified references on a regular basis to the Sales Team
  • Renewals- delivered in a timely fashion, and a 97% close rate
  • Any additional tasks required to ensure the client has a positive experience and that any gaps are connected or filled

Miscellaneous

  • Assist other departments as needed
  • Complete special projects and tasks assigned by management

Requirements:

  • 4-6+ years of account management experience in the IT industry or related experience
  • Excellent communication, time management, decision making, presentation, and organization skills
  • Ability and desire to learn Rightworks processes and technologies
  • Knowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desired
  • Understanding of various technologies such as Citrix, Microsoft, Dell, Network Monitoring systems, etc.
  • Proactive – take initiative to resolve issues and communicate with the client
  • Reliable – follow through, do what you say you will do
  • Over Achiever – go over and beyond what the client expects
  • Communication – be able to discern between customer perspective and Rightworks perspective, client is always right
  • Adaptable –balance moving priorities, projects, clients and technology. Be able to shift priorities in response to the demands of situation at hand
  • Team work – Must be able to work with your team in such a way as to build one another up
  • Tenacity – Diligence to find the right answer/solution even when it is not easily apparent
  • Compulsive organization
  • Conflict resolution - ability to handle difficult situations and client frustration while maintaining composure
  • Feedback from clients about their CSM should be positive
  • Bachelor’s degree in business management or equivalent
  • Up to 25%, but travel for a Client Success Manager will be at their discretion. It is encouraged to visit each client every 2 years. This is dependent on the territory. A travel budget is included. The objective of these visits is to further develop the relationships and create renewals.

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance, and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.

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