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Senior Client Relationship Manager

2 months ago

Atlanta, Georgia, United States Oversight Systems Inc Full time
Job Overview

About Oversight Systems Inc

Oversight Systems Inc is a premier provider of AI-driven expenditure management and risk mitigation solutions tailored for large organizations. Our mission is to assist leading companies and government entities in revolutionizing their financial auditing and control processes.

Position Summary

The Senior Client Success Manager (Sr. CSM) is entrusted with managing client relationships, ensuring retention, fostering adoption, and optimizing client processes. This strategic position necessitates a blend of business acumen and a profound understanding of client organizations, their processes, and requirements to maximize the value derived from Oversight's offerings. The Sr. CSM is pivotal in navigating the client journey, overseeing renewal cycles, and ensuring alignment with client objectives. Furthermore, this role acts as the client’s voice within Oversight, collaborating with various departments including Implementation, Delivery, Product, Finance, and Support.

Key Responsibilities

  1. Client Success Strategy:
    • Develop and sustain proactive relationships with clients across your portfolio.
    • Prioritize necessary activities and adjust as required.
    • Meet gross and net retention targets.
    • Act as a liaison between clients and relevant stakeholders: internal, external, and partners.
  2. Strategic Account & Relationship Management:
    • Identify and mitigate risks while enhancing client ROI/value realization.
    • Ensure ongoing success by guiding clients through their journey.
    • Document clients' strategic goals and deliver necessary results for value realization.
    • Maintain accurate records and understanding of account status, client data, and overall health.
    • Identify and validate opportunities for expansion to support growth objectives.
    • Establish and nurture relationships with key decision-makers and program owners.
    • Build and maintain relationships at all levels within the client organization.
    • Manage renewals, contracts, and associated activities proactively.
  3. Client Engagement and Advocacy:
    • Articulate value-driven product solutions to meet business objectives.
    • Lead client meetings, present data, and showcase value to facilitate progress, both virtually and in-person.
    • Act as a client advocate and trusted advisor, offering guidance, best practices, and innovative thought leadership.
    • Provide training and resources through webinars, Client Success Office Hours, and shared ownership of Success Inbox.
    • Initiate improvement projects, including client-facing deliverables, training materials, and value-reporting documentation.
    • Adhere to professional business practices, including effective communication and meeting etiquette.
  4. Oversight Product Knowledge:
    • Demonstrate expert knowledge of Oversight products and their functionalities.
    • Stay informed about product features and upcoming releases to enhance product adoption.
    • Communicate client needs and product enhancement suggestions to the Product Team.
  5. Data Analysis and Reporting:
    • Analyze usage reports, health metrics, and system data to identify risks and actionable next steps.
    • Utilize comparative analysis to uncover gaps and opportunities.
  6. Risk and Escalation Resolution:
    • Assess individual or collective risk factors and implement necessary escalation protocols.
    • Communicate effectively with leadership and execute recommended next steps.
    • Develop creative solutions to overcome challenges and mitigate churn risk.
    • Act swiftly to achieve comprehensive resolutions.
  7. Department Navigation and Collaboration:
    • Collaborate with all Oversight departments to maintain positive relationships.
    • Communicate effectively with Sales, Client Services, Product Management, Technical Development, Marketing, Finance, and ELT teams to ensure a cohesive client experience.
    • Represent the client's voice and advocate for their needs within the organization.
    • Adhere to departmental protocols and processes independently.
    • Assist in mentoring and training team members.

Role-specific Expectations

  • Facilitate clients through the Tier 1 Client Journey, ensuring outlined milestones are met.
  • Consult on best practices to ensure value realization through structured meetings and alignment sessions.
  • Participate in shared ownership of success operations, leading client events and related activities.

Qualifications and Skills

  • 4-5+ years of experience in a SaaS Client Success role, focusing on retention goals.
  • Proven experience in leading strategic client engagement and driving successful outcomes.
  • Intermediate understanding of SLDC and systems management.
  • Proficiency in Microsoft Suite (Excel, Word, PowerPoint, Outlook).
  • Ability to illustrate clients' ROI alongside their success journey.
  • Proven track record of managing multiple enterprise clients with minimal oversight.
  • Strong organizational skills and personal accountability.
  • Excellent written and verbal communication skills.
  • Willingness to analyze and assess data proactively.
  • Ability to adapt to various audiences during presentations.
  • Available for travel as required for client and company activities.
  • Commitment to conducting business with integrity and compliance with all policies and legal requirements.