Senior Client Success Manager

2 weeks ago

Austin, Texas, United States The Ladders Full time
ABOUT THE LADDERS

The Ladders is at the forefront of transforming the recruitment landscape by harnessing cutting-edge technology and innovative solutions. Our mission is to connect top-tier talent with leading companies, ensuring a seamless hiring experience. As we expand our reach and impact, we are committed to enhancing our offerings and developing new features that cater to the evolving needs of our clients.

ABOUT YOU

As the Senior Client Success Manager, you will play a pivotal role in driving the success and growth of our most significant accounts. Your primary focus will be to ensure that our strategic clients derive maximum value from our services, leading to successful adoption, heightened satisfaction, and increased opportunities for upselling and expansion.

Your proven track record of excellence will fuel your ambition for growth. This position is not merely a job; it serves as a stepping stone toward leadership roles, as you aspire to evolve into a managerial or directorial position. Your commitment to optimizing systems and processes will lay the groundwork for the future success of the Client Success team and the organization as a whole.

You will engage with a leadership mindset, understanding that every interaction and decision you make leaves a lasting impression. You will view your colleagues across various departments as essential partners in achieving exceptional outcomes for your clients. Your ability to align resources and drive them toward shared objectives will showcase your leadership potential and dedication to delivering outstanding results.

KEY RESPONSIBILITIES:
  • Client Engagement & Growth: Manage and nurture relationships with key accounts, conducting impactful activities that drive product adoption and expansion.
  • Onboarding & Post-Launch Success: Lead the onboarding process for new clients, ensuring a consistent and scalable experience while overseeing post-launch support to enhance satisfaction and utilization.
  • Account Management: Oversee a diverse portfolio of accounts, ensuring each receives the necessary attention and support to maximize success.
  • Referral Business Development: Leverage your existing relationships to generate referral business, creating a network of advocates for our services.
  • Data-Driven Insights: Regularly analyze key performance indicators and develop actionable insights to inform strategy and improve client outcomes.
  • Presentation & Reporting: Prepare and deliver engaging presentations and performance reports to stakeholders, using data to communicate effectively.
  • Proactive Problem Solving: Identify potential challenges early and implement strategies to enhance client satisfaction and reduce churn risk.
  • Collaboration & Internal Alignment: Work closely with internal teams to ensure seamless product launches and continuous improvement of the client success process.
  • Client Success Tools: Utilize customer success platforms to monitor client health and automate routine tasks, optimizing interactions for efficiency.
  • Mentorship & Leadership: Mentor new team members, setting high standards for excellence in client interactions.
QUALIFICATIONS:
  • Proven ability to excel as both a contributor and a leader, driving initiatives forward while empowering your team.
  • A history of innovative thinking and transforming processes to achieve scalable success.
  • Minimum of 6 years in a client success or related role, with experience managing significant accounts in a technology-driven environment.
  • Exceptional communication skills, with the ability to engage and influence stakeholders at all levels.
  • Proficiency in customer success platforms and CRM systems, with a strong ability to leverage technology for account management.
  • Strong problem-solving skills and resilience, thriving in a dynamic team environment.
  • Strategic mindset focused on long-term client success and account growth.
  • Willingness to travel as needed to maintain and enhance client relationships.
THE LADDERS is an Equal Employment Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status, or any other characteristic protected by law.

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