Client Success Manager

2 weeks ago

Milwaukee, Wisconsin, United States River Run Full time
About the Role

River Run's Technical Services Department is seeking a Client Experience Leader to ensure optimal outcomes for our clients. This role is pivotal in delivering a premier experience that focuses on creating and sustaining a clear path to value through the technology solutions and services provided by River Run.

Client Experience Leaders interact with clients through a blend of success initiatives and personalized services, ensuring the right resources are utilized at critical stages of the client’s technology journey. They serve as trusted advisors, deeply invested in the success of their clients, and work to align client digital goals with the solutions offered by River Run.

Key Responsibilities

Provide an outstanding client experience through proactive engagement, leveraging internal resources effectively, and utilizing our Technical Services engagement model to achieve client business objectives.
  • Serve as the primary contact for clients, developing and maintaining a success strategy through a technology roadmap that outlines clear outcomes while coordinating communication among client executives, business partners, and River Run teams.
  • Track client performance against established success metrics through regular reviews and check-ins, both in-person and virtually.
  • Ensure clients adopt best practices to maximize value and security.
  • Collaborate with River Run Account Executives on sales opportunities to enhance value for both the client and River Run.
  • Proactively identify common client challenges and propose improved solutions.
  • Manage client documentation to guarantee that information is up-to-date and comprehensive.
  • Act as the voice of clients within River Run, sharing insights for process enhancements and client requests.
  • Function as a trusted advisor and partner to clients.
Qualifications for Success
  • A strong passion for collaborating with clients and internal teams to drive success and measurable results.
  • Creative problem-solving skills with the ability to identify client retention risks.
  • Capacity to prioritize tasks, manage multiple responsibilities, and perform effectively in high-pressure situations.
  • Ability to work effectively within a team and collaborate across River Run.
  • Highly motivated and proactive, with a desire to acquire new skills and knowledge.
  • Exceptional organizational, presentation, and communication abilities, both verbal and written.
  • Capability to convey technical concepts in simple terms while demonstrating business value to clients.
  • Demonstrated enthusiasm for innovative problem-solving.
  • Minimum of 3 years of experience in Client Success or Account Management.
  • At least 2 years in a managerial or leadership role.
  • 2+ years of experience in the IT sector as a consultant or in a similar capacity is preferred.
  • An Associate's Degree in Communications, Business, Technology, or a related field is required.
    • A Bachelor's Degree is preferred or equivalent experience in the relevant position requirements.
Transportation Requirements

Must possess a reliable vehicle, a valid driver's license, and valid insurance.
  • 65% or more of client meetings are expected to be conducted in person (local travel only).
This job specification should not be interpreted as an exhaustive list of all responsibilities and requirements. Incumbents will adhere to any additional instructions and perform related duties as required by their supervisor.

River Run is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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