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Client Success Strategist

2 months ago

Chicago, Illinois, United States Eclaro Full time
Customer Success Manager
Job Number:

Eclaro is currently seeking a Customer Success Manager for a prominent data analytics firm. This is a direct hire opportunity with our client.

Our client leverages product intelligence to equip their industry partners with wellness-centric data solutions. If you are ready for a rewarding challenge, consider this opportunity.

Position Overview:
  • The Customer Success Manager will manage a portfolio of clients based on the strategic requirements of the segment.
  • This impactful role will oversee multiple accounts in a dynamic, problem-solving environment.
  • Responsible for renewing and expanding client business by serving as a 'trusted advisor', understanding their operations, challenges, needs, and objectives, and assisting them in maximizing value from the Client.
  • This role offers the chance to collaborate with clients and internal teams to educate, engage, and empower clients to reach their strategic objectives, reporting to the Manager of Customer Success within the Success Organization.
Responsibilities:
  • Become an expert on Client products and utilize this expertise to educate, coach, and guide clients on our data, tools, and solutions.
  • Extract best practices across the client base and provide insights and recommendations based on those practices.
  • Independently manage customer retention and growth, including communication, system updates, and addressing potential retention risks.
  • Oversee proactive communication and client interactions, including change management from a data and product perspective.
  • Develop strategies to enhance engagement, facilitate adoption, and reduce churn to drive long-term account growth.
  • Foster strong customer advocates and champions.
  • Anticipate client needs and manage escalations raised by sales and support partners and the customer.
  • Act as the voice of the customer by capturing and conveying client needs and feedback to Product and Data teams.
Required Qualifications:
  • BA / BS Degree in Business Administration or a related quantitative field.
  • 3-5 years of experience in customer-facing success, account management, sales, or strategic consulting; experience in enterprise software or SaaS is preferred.
  • Proven ability to communicate, present, and influence effectively at all organizational levels, including executive and C-level.
  • Demonstrated capability to creatively solve problems and develop solutions that drive customer value with Client data and products.
  • Technical proficiency, analytical mindset, and intermediate or higher experience with Microsoft Excel and PowerPoint.
  • Self-motivated, manages time effectively, and can complete tasks in a timely manner without direct supervision.
  • Ability to prioritize and multitask while maintaining diplomacy, tact, and composure under pressure when addressing customer issues.
  • Strong interpersonal skills and experience in building collaborative relationships both internally and externally to ensure a seamless customer experience.
  • Positive, can-do, and team-oriented attitude.
  • Experience working with syndicated data (preferred Client, The Nielsen Co., IRI, and/or data in a Consumer-Packaged Goods manufacturing context).
Preferred Skills:
  • Experience in Client, Retail, or Natural/Specialty Industry.
  • Familiarity with contract management systems including DocuSign, Salesforce, and/or other CPQ management tools.
Salary: $80,000 - $89,000 / hr.

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.