Lead Client Success Strategist

2 weeks 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 spend management and risk mitigation solutions tailored for large enterprises. Our innovative approach helps organizations streamline their financial control processes and enhance their spend audit capabilities.

Position Summary

The Senior Client Success Manager (Sr. CSM) is pivotal in nurturing client relationships, ensuring client retention, promoting product adoption, and optimizing client processes. This strategic role demands a blend of business insight and a profound understanding of client needs to maximize the value derived from Oversight's offerings. The Sr. CSM is tasked with navigating the client journey, overseeing renewal processes, and ensuring alignment with client objectives. Furthermore, this role acts as the voice of the client within Oversight, collaborating with various internal teams including Implementation, Delivery, Product, Finance, and Support.

Key Responsibilities

  1. Client Success Strategy:
    • Foster 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, both internal and external.
  2. Strategic Account Management:
    • Identify and mitigate risks while maximizing client ROI and value realization.
    • Guide clients through their journey to ensure ongoing success.
    • Document and communicate client goals and the results necessary for value realization.
    • Maintain accurate records of account status, client data, and overall health.
    • Spot and validate opportunities for expansion to support growth objectives.
    • Establish and nurture relationships with key decision-makers.
    • Build and maintain relationships at all levels within the client organization.
    • Manage renewals and contracts proactively, ensuring follow-through on related activities.
  3. Client Engagement:
    • Clearly articulate product solutions that align with client business objectives.
    • Lead client meetings, presenting data and emphasizing value to drive progress.
    • Serve as a trusted advisor, offering guidance, best practices, and innovative thought leadership.
    • Facilitate training and provide resources through webinars and dedicated Client Success sessions.
    • Develop initiatives for improvement, including client-facing materials and documentation.
    • Adhere to professional communication standards and meeting etiquette.
  4. Product Knowledge:
    • Demonstrate expert knowledge of Oversight's products and features.
    • Stay informed about product functionality and upcoming releases to enhance adoption.
    • Convey client needs and suggestions for product enhancements to the Product Team.
  5. Data Analysis:
    • Analyze usage reports and health metrics to identify risks and actionable steps.
    • Utilize comparative analysis to pinpoint gaps and opportunities.
  6. Risk Management:
    • Assess risk factors and implement necessary escalation protocols.
    • Communicate effectively with leadership regarding risk management strategies.
    • Develop creative solutions to overcome challenges and reduce churn risk.
    • Act swiftly to achieve comprehensive resolutions.
  7. Collaboration:
    • Work collaboratively with all departments within Oversight.
    • Communicate effectively with Sales, Client Services, Product Management, and other teams to ensure a cohesive client experience.
    • Represent client interests and advocate for their needs within the organization.
    • Follow departmental protocols and assist in mentoring team members.

Expectations for the Role

  • Guide clients through the Client Journey, ensuring milestone achievements.
  • Provide best practice guidance to facilitate value realization.
  • Participate in shared ownership of success initiatives and lead relevant client events.

Qualifications and Skills

  • 4-5+ years of experience in a SaaS Client Success role, focusing on retention goals.
  • Proven track record in strategic client engagement and successful outcomes.
  • Intermediate understanding of SLDC and systems management.
  • Proficient in Microsoft Suite (Excel, Word, PowerPoint, Outlook).
  • Ability to illustrate client ROI and success journeys.
  • Strong organizational skills and personal accountability.
  • Excellent communication skills, both written and verbal.
  • Willingness to analyze data and address challenges proactively.
  • Ability to adapt presentations to various audiences.
  • Willingness to travel as needed for client engagements.
  • Commitment to conducting business with integrity and compliance.

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