Client Success Manager

Summary:

The Manager, Client Success r requires a dedicated and proactive individual who has a strong background in client success management, excellent communication skills, and a passion for technology. Responsibilities includes ensuring the success and satisfaction of our clients, driving client retention, and fostering long-term relationships.

Essential Job Duties and Responsibilities:

• Client Onboarding: Facilitate the client onboarding process in collaboration with the client deliver team to ensure a smooth transition and successful implementation of our solutions

• Client Relationship Management: Develop and maintain strong relationships with clients, acting as a trusted advisor and advocate for their needs

• Retention and Growth: Drive client retention and growth by ensuring clients achieve their desired outcomes and realize the full value of our solutions

• Support and Troubleshooting: Provide ongoing support and troubleshooting to clients, addressing their concerns and resolving issues promptly

• Feedback and Insights: Gather client feedback and insights to inform product development and enhance service offerings

• Performance Metrics: Monitor key performance indicators (KPIs) to track client success and identify areas for improvement

• Training and Development: Provide training and development opportunities for clients to enhance their use of our solutions

• Cross-functional Collaboration: Collaborate with sales, client delivery, product, and engineering teams to address client needs and ensure seamless service delivery

• Representation: Represent Xpanse at industry events, conferences, and webinars, showcasing our commitment to client success

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Skills:

  • Strong communication and interpersonal skills

  • Ability to build rapport and trust with clients

  • Excellent problem-solving and conflict resolution skills

  • Proficiency in client success software and tools

  • Strategic thinking and planning abilities

• Attributes:

  • Passion for technology and innovation

  • Ability to work independently and as part of a team

  • Resilience and adaptability in a fast-paced environment

Education and/or Experience:

• Bachelor’s Degree from a Four (4) year College or University in Marketing preferred.

• 3+ years of experience in client success, account management, or related roles

Certificates, Licenses, Registrations:

• None Required

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

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