Client Success Management Leader

5 days ago

Connecticut, United States Resource Innovations Full time

At Resource Innovations, we are seeking a highly skilled and results-driven Client Success Management professional to join our team.

About the Role

The Client Success Management Leader will be responsible for leading strategy and decision-making for the Client Success team, guiding client onboardings, and overseeing client relationships for all RI Client Services clients.

Key Responsibilities

  • Develop and implement project plans to ensure client satisfaction.
  • Identify client needs and translate those needs into plans for delivery.
  • Ensure client-facing deliverables and company-facing scorecards are delivered accurately and on time.
  • Ensure overall Client Success Management practices and services are provided as expected.
  • Track and analyze key performance indicators (KPIs), contractual expectations, budgets, remediations, and improvements across all programs.
  • Oversee budget management to keep budgets aligned with scopes and ensure Client Services stays on budget at a program level.
  • Coordinate communications and meetings regarding various programs with Clients, Project Managers, and key Client Services staff.
  • Ensure deadlines are met on all program initiatives, improvements, and remediation plans.
  • Conduct quarterly client satisfaction assessments with Project Managers to identify opportunities for improvement.
  • Work with peers to allocate resources for initiatives and facilitate internal resources and activity necessary to effectively deliver results for clients.
  • Responsible for achievement of transition plans (new work) into Client Services and (expiring work) from Client Services.
  • Identify and implement process improvements.
  • Serve as the client-facing point of contact for major support performance remediations, including strategy and resolution of remediation steps.
  • Support senior staff with development of presentations and proposals.
  • Support and develop direct reports through leadership training, performance management, and professional development.

Requirements

Minimum Requirements

  • 3+ years of client relationship handling, including escalation handling.
  • 3+ years of experience in project coordination, project management, or transition management.
  • 2+ years of experience in supervision or peer mentoring.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to build, track, and implement project plans.
  • Interest in sustainability and passion for making a meaningful impact on the environment.

Preferred Skills, Education, and Experience

  • Advanced meeting and process facilitation skills.
  • Ability to guide the big picture at a project level while possessing flawless detail orientation at a client delivery level.

Benefits

Resource Innovations offers competitive salaries based on candidate qualifications. Additionally, the company provides three weeks of paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus, and a comprehensive benefits package.

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