Client Success Manager

Title: Client Success Manager
Location: Remote - US
Challenger is a leading global performance improvement platform that delivers a comprehensive portfolio of solutions focused on sales and marketing and client service training through in-person workshops, eLearning and workflow tools, diagnostic and assessment offerings, and other sales acceleration modules. Underpinned by the world-renowned, research-based Challenger™ and Effortless Experience methodologies, Challenger’s solutions help enterprises adopt, develop, communicate, and implement more effective commercial strategies on a global scale.
Opportunity for impact
We are looking for highly motivated self-starters who are driven by impact and stewarding tangible results for some of the biggest brands in the world. The Client Success Manager is responsible for the delivery, ongoing consultation, and retention of our product offering and partners closely with Sales, Product, and Marketing to ensure clients meet their goals and grow their partnerships with Challenger.
This role manages a defined book of business of mid-market and/or enterprise accounts, directly responsible for driving strong adoption of products, excellent client experiences, and, ultimately, renewal of the account. Account assignments are determined by business needs and candidate experience.
Responsibilities
You are a Challenger! You are proactive, ask open-ended questions, are comfortable challenging ways of thinking and discussing commercial outcomes, and understand when and how to adapt your communication to the right audience. You are driven by progress and work well in a results-oriented environment. You also champion the various responsibilities and cross-functional impact that comes with a client-facing role and because of that are proactive in your approach to your work.

• Oversee the project management, strategy, and insight generation for a book of clients across onboarding, implementation, adoption, and ongoing lifecycle
• Provide clients with prescriptive and proactive recommendations on how to utilize services purchased to improve their sales, onboarding, enablement, and marketing/messaging creation efforts
• Analyze and translate data from surveys, assessments and diagnostics into insights and recommendations for continued program success
• Build trusted, consultative relationships, proactively identifying needs and recommendations in the form of products and services
• In support of Challenger methodologies, manage your clients in the following ways:
  
  • Teach for Differentiation: Deliver commercial insight, teaching clients new ways to achieve their business goals in ways they did not realize were possible
  • Tailor for Resonance: Tailor messaging based on the goals of your client and the priorities of your stakeholder group
  • Take Control: Exhibit assertiveness to take control and guide clients through their client journey with energy and momentum
• Navigate relationships with stakeholders of all levels within client organizations, aligning business objectives to products purchased and calibrating our work to overarching and ever-evolving client goals
• Partner with GTM peers to support Product launches and commercial activities
• Share consistent feedback on the client experience across internal GTM teams to improve end to end processes and strategies.
• Maintain a pulse of industry developments, particularly within your book of business, and proactively apply learnings to improve delivery and align Challenger whenever possible
• Actively understand how and why client businesses are evolving and align Challenger value and resources accordingly

REQUIREMENTS

• Bachelor’s Degree / minimum 3+ years directly managing clients and in client-facing environments
• Proven history of retaining existing clients in complex servicing environment
• Demonstrated track record managing multiple, time-sensitive projects while executing key deliverables against goals
• Strong interpersonal skills across all communication mediums and ability to tailor communication depending on the audience
• Motivation to build and steward consultative, client relationships; a desire to engage, advise and collaborate across client organizations to drive business results
• Motivated to untangle complex problems and able to do so with business acumen, critical thinking, and longevity in mind (i.e., solve for scale)
• Motivated to align value and drive product adoption in support of commercial goals
• Experience and interest in working cross-functionally with Product and Sales to influence client and organization outcomes
• Proficient with client management tools like Salesforce, Gong, and Asana