Client Success Manager

Role: Client Success Manager
Department: Service Delivery
Reports To: Director of Operations
Location: Remote, Global
Term: Permanent Full-Time
Compensation: Monthly Based on Experience + Performance based Bonus
Benefits:

• Health (Gold Tier), Vision, Dental, Disability, and Life Insurance
• 401K Matching and Educational Savings Account 529
• Remote Work
• Continuing Education

Company Overview:

At TruAdvantage, we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it, and that contributes to our high client satisfaction and retention rate.

Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization and staff’s efficiency, and help them grow competitive advantage.

You may also want to check out the following links:

Our office: https://www.truadvantage.com/headquarters/
Our clients’ video testimonials: https://www.truadvantage.com/our-clients/

Position Overview:

The Client Success Manager plays a critical role in delivering exceptional service and driving business value to our clients. The ideal candidate is passionate about engaging customers and helping them expand their use cases. They have excellent relational skills and can create a win-win environment for all parties they work with. They own the overall relationship with assigned clients by increasing adoption and ensuring retention and satisfaction. They make a large impact on our business by establishing a trusted and strategic advisory relationship with each assigned client, driving continued value of our products and services. The Client Success Manager will help drive sales by working to identify or develop upsell opportunities. Additionally, they will advocate customer needs and issues cross-departmentally and manage account escalations.

Our Core Values

• Partnership
• Process
• Growth
• Teamwork

Position Responsibilities

Day-to-Day Account Management

• Build strong relationships with clients that create brand ambassadorship
• Follow up on outstanding service requests and help see major initiatives through to completion
• Act as an account escalation point for any billing or vendor coordination issues
• Coordinate proposal and procurement of products and services through our channel partnerships
• Gather information related to licensing, contracts and client eligibility for various offers and promotions
• Assist with preparation of Strategic Business Review (SBR) and conduct SBR Meetings when needed

Drive Technology Adoption

• Work with end users and business leaders to identify use cases and opportunities to streamline workflows and improve user experience
• Perform demos of new products and integrations
• Facilitate and drive engagement for webinars and in-person events and workshops.
• Gather feedback from clients post implementation and training engagements
• Monitor and drive adoption of the technology stack
• Perform qualitative and quantitative analysis of business value derived from our solutions and services

Qualifications

• Excellent Verbal and Written English Communication
• Bachelor’s degree preferred
• A minimum of 3-5 years relevant working experience in a client facing role
• Experience with cross department collaboration and workflows

Personal Skills

• Self-motivated and high level of enthusiasm
• Enjoys helping people, no matter how simple the problem
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Take a personal interest in, and responsibility for quality of work performed
• Ability to pay close attention to detail while performing technically detailed task
• Ability to quickly learn new technologies and adapt to rapid changes
• Ability to articulate technical information clearly and simply to non-technical people

Key Performance Indicators

• Client Satisfaction Score
• Client Retention Rate
• Net Promoter Score
• Adoption Rate
• Standards Compliance Score
• Client Proactive Touchpoints