Client Success Manager for Managed Services

1 week ago

Plano, Texas, United States Kimberlite Full time
Customer Success Manager Role at Kimberlite

Are you a seasoned Customer Success Manager with a commitment to fostering robust client relationships and ensuring customer satisfaction? Kimberlite is in search of a skilled professional with over 4 years of expertise in NetSuite implementations, managed services, and client support. If you possess a strong background in Client Relationship Management, Project Management, and Team Leadership, we encourage you to consider this opportunity.

Key Responsibilities:
  • Facilitate the delivery of managed services to clients through effective relationship management, in-depth product knowledge, strategic planning, and execution.
  • Customize and implement NetSuite solutions that align with clients' business processes and specific requirements.
  • Develop and execute Customer Success Plans, nurturing long-term relationships by providing continuous value and serving as a trusted advisor.
  • Analyze performance data to extract insights that guide operational enhancements.
  • Identify potential risks, key performance indicators (KPIs), and areas for improvement, collaborating with internal teams to formulate actionable plans.
  • Supervise customer adoption, address training needs, and establish best practices to maximize return on investment (ROI) and lifetime value (LTV).
  • Proactively address account risks to minimize churn and maintain high levels of client satisfaction.
  • Achieve key performance metrics, including client satisfaction, utilization rates, and statement of work (SOW) development.
  • Ensure high-quality service delivery to clients and manage escalations with efficiency.
Qualifications:
  • A minimum of 4 years of experience with NetSuite (2 years required).
  • Proven experience in facilitating design, configuration, data migration, integrations, reporting, and customizations within NetSuite.
  • Ability to lead workshops for gathering requirements, design, and process recommendations.
  • Experience in training and supporting end users on NetSuite applications.
  • At least 4 years of experience in Customer Success, Service Delivery, or Consulting roles.
  • NS SuiteFoundations Certification is preferred.
  • Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
  • Strong client empathy and a dedication to resolving complex business challenges.
  • Exceptional time management and multitasking skills.
  • Willingness to travel up to 15% when necessary.
  • Strong client relationship skills and a personable demeanor.
  • This position may require occasional in-office presence or can be performed remotely for candidates based in the US or Canada.

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