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Client Success Partner

2 months ago

Montvale, New Jersey, United States Fuel50 Full time
About This Role

We are seeking an experienced Client Success Partner to join our Global Client Success Partnership team. This team provides deep value to our clients, ensuring talent management initiatives leveraging our platform have demonstrable long-term client and employee value, business impact, and continue to support client organizations' business and HR Strategy.

As a Client Success Partner, you will own a portfolio of clients, building deep and broad relationships with each client ensuring the client is informed, inspired, and successful in their use of our platform. You will actively seek evidence of this success by supporting clients to track ROI such as impacts on internal mobility, retention and reskilling, DEI&B initiatives, and employee engagement and happiness.

Critical to your role will be your internal relationships with subject matter experts across our organization (IO Psychologists, change experts, and product), who will help to deliver additional client value through the expertise that exists across our organization.

This role is a key revenue-generating role, so you will enjoy building profitable client relationships, tracking and driving customer renewals, expansions, and organic growth. For some specific accounts, you will also partner with sales for client expansion.

Key Relationships

  • Sales Lead: Partnering with lead sales rep during implementation and pilot periods to ensure successful contract conversion
  • Client Partner: Works closely with other Client Success Partners to further connect clients from other portfolio/regions and ensure knowledge sharing
  • Product: Supports our product development team by sharing client feedback and contributing ideas and insights to the development strategy
  • Client Success Strategists / Pathing Consultants: Introduces key SMEs as needed to support client growth and success
  • Client Success: As part of implementation and ongoing account management, works closely with the CS team – onboarding consultants, front line client support, configuration consultants during the implementation period and post-launch for new projects
  • Sales team: As required, attend calls with sales team to showcase account management support available

Minimum Requirements

  • 5+ years SaaS client success experience - you deliver amazing value to clients and are able to navigate complex client requirements with ease
  • Deep understanding of Talent Management, with the ability to uncover and articulate client needs, engage in topical dialogues with client stakeholders, delivering insight and value to the partnership
  • Proven expertise dealing with enterprise customers - ideally 10,000+ staff customer-base.
  • Highly relationship-focused, able to have strategic business conversations with senior HR influencers.
  • Collaborative and team-focused, you will enjoy supporting and helping your colleagues and building internal relationships cross-functionally
  • You're great at facilitating/orchestrating activity, with fantastic communication skills to match.
  • To ensure amazing client experiences, you will be au fait with Client Success tools, standard practices, and effective management of our CRM.