Client Success Manager

First Orion is seeking a Client Success Manager to serve as the primary relationship owner for assigned accounts for our Call Enhancement Solutions. This position sets the direction for the account and leading Account Planning sessions with all appropriate production, product and sales resources. The Client Success Manager works closely with the Client Delivery Team to ensure successful delivery of contracted services, scope and manage change, and communicate issue status and resolution. This position works closely with the Product Team to assess impact and communicate product release details.

The Client Success Manager must be able to build trust and rapport with clients. This comes from working with integrity and a sense of urgency to continually strive for the client's success. It means doing what you said you would do within a reasonable time. This position is the primary voice of the client to the rest of the First Orion organization. It does not mean that the Client Success Manager is simply an order taker for the client, but genuinely tries to help the client succeed. The Client Success Manager must balance the client's wellbeing with the best interest of First Orion. This position is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The Client Success Manager goes to bat for client needs within the walls of First Orion as a constant advocate to help clients and First Orion succeed.

When there is difficult news to deliver to the client, and there certainly will be, the Client Success Manager does not delay, but jumps into the fray. We never want the client to come to First Orion with an issue when we know about it ahead of time. The Client Success Manager needs to communicate quickly and clearly about the problem and speak to the measures being taken to resolve the issue. The Client Success Manager should be seen as an integral part of the client's extended team, a trusted advisor, and a critical component to the client's ability to succeed.

What you'll be doing:

• Ensure your client(s) are achieving value from First Orion solutions
• Develop trusted advisor relationships with key client stakeholders and executive sponsors
• Track and forecast key client metrics (e.g. subscriber KPI's)
• Track and forecast revenue
• Interface with the Client Delivery Team
• Interface with the Product Team for release management details to appropriately communicate to clients
• Collaborate with sales team to identify and grow opportunities within the clients
• Interface across all First Orion lines of businesses and teams as needed
• Prepare for and lead client status meetings
• Ensure First Orion and clients adhere to contractual obligations
• Drive the definition of requirements for account-related projects as well as resolution of client services issues and seamless quality assurance of client deliverables
• Own preparation of and lead the Quarterly Business Reviews
• Lead contract renewals with focus on maximizing profits
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

What you'll need:

• Bachelor's Degree in Business Administration or related field
• Negotiation experience
• Sales support experience
• Excellent communication skills
• Exceptional organizational skills
• Technical aptitude

Bonus Points:

• Previous experience in Client Services
• Consulting experience
• Client billing experience
• Telecom/Mobile experience
• Marketing or Digital Campaign Experience
• Management experience
• Product knowledge in mobile solutions

Company Benefits:

Our work environment is energetic, focused, fun, and collaborative. We've created a special culture where trust and transparency are the key and employees are empowered to make their own decisions. Our people are passionate about what we do and have an indomitable spirit to get things done. Everyone is a part of the big picture here.

First Orion has been voted a Great Place to Work with top rankings in every category! Learn more about what our employees have to say on our First Orion Glassdoor page!

At this time, we are not able to sponsor visas, such as H-1B, for this particular position, Client Success Manager. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion's immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law. First Orion is an Affirmative Action and Equal Opportunity Employer.