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Customer Success Manager

4 months ago

Indianapolis, United States The Ladders Full time
Job Summary:
Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs.

Job Description:

Client Success Manager will partner with key stakeholder such as sales, account management, and professional services. The Client Success Manager will define and execute effective customer adoption strategies that support their customer's specific use cases. The aim of the Client Success Manager is to enable the customer using our products and services to achieve their business and operational outcomes and they will be measured on customer success results.

They play a key role in identifying risks, opportunities and how to maximize value realization. The position's activities may lead to recognizing additional revenue potential, including upsell and cross-sell of related products and services. The Client Success Manager will own the delivery of the customer contract and relationship as a strategic partner to meet contractual obligations, provide best in class service delivery operations, and customer renewal processes.

Job Description:

Essential Functions
• Deliver product utilization presentations either remotely or onsite to align Elovate customer usage outcomes with their goals, objectives and priorities
• Leads day-to-day functions and activities across department, including people management and operational subjects
• Monitor project budgets, track expenses, and ensure cost-effective use of resources to meet project objectives within budget constraints
• Establish and maintain quality assurance processes to ensure deliverables meet or exceed client expectations and organizational standards
• Implement change management strategies to facilitate smooth transitions and minimize resistance during project implementation
• Identify opportunities for process improvement and efficiency enhancements within project management practices, driving continuous improvement initiatives
• Prepare regular project status reports, documentation, and presentations for internal and external stakeholders, highlighting key milestones, achievements, and challenges
• Provide leadership and guidance to project teams, fostering a collaborative and high-performance work environment focused on achieving project objectives
• Demonstrate fundamental understanding of company's products and services plus articulate benefits of our solutions to enable customer success
• Understand customer pain points and either resolve or escalate to the appropriate stakeholders
• Provide ongoing, proactive leadership and support to the assigned customer base to generate high levels of customer satisfaction and success.
• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that Elovate is closely aligned with the customer's business objectives and strategy.
• Drive deep integration of the company's solutions into our customer's operations to create and increase stickiness plus drive value realization.
• Identify and assess renewal risks within the customer base, and build and execute on get-well plans.
• Deliver best practices to customers to help deliver maximum value of our products with both current and an eye on future state.
• Partner with the relevant stakeholders as the voice of the customer.
• Participate in the sales cycle as needed to gather requirements, formulate delivery approach, to help develop post-sale engagement plans
• Generates reports on performance measurements and Key Performance Indicators in order to facilitate business decisions on their programs.
• Manage a new client with annual revenue of over $3 million, provide oversight on existing programs with program analyses, and act as liaison between cross-functional internal teams whilst ensuring client satisfaction
• All other duties as required or assigned.

Knowledge, Skills And Abilities
• A strong customer service orientation and the ability to form long-term customer relationships
• Experience with SaaS based company is preferred

Minimum Qualifications
• BS, BA degree or equivalent work experience required
• 3+ years in Customer Success, Professional Services, Account Management, Customer Relationship environment

Worker Type:
Regular

Number of Openings Available:
1