Client Success Manager

Job Description

Personally accountable for the relationship and success of our largest clients. Understand different business environments and the issues that affect individual clients. Ensure contract compliance and negotiate key contract terms and extensions. Make key decisions about the management and success of a client's program to improve partnership and revenue. Monitor client KPIs and determine needed change to improve program success. Present ideas, strategies and solutions to mid-level and senior-level executives to influence decisions. Lead meaningful strategy discussions with the ability to clearly and concisely "tell the story." Mentor, train and lead others in effective client service principles and best practices. Solve problems, create efficiencies, and suggest process improvements. Manage projects with discretion and sound judgement, skill, and efficiency. Collaborate with other roles and departments across the company. Gain extensive understanding of client solutions and recognition objectives, and partner with O.C. Tanner sales team and Client Strategist to help achieve success. Manage the day-to-day relationship with main client contacts of our largest clients. Develop solid relationships with clients to allow long-term partnerships to flourish (retention). Provide exceptional technology expertise.

Job Requirements

Requirements:

• Bachelor's Degree
• 3 years of experience in client success management and preference given to experience in managing SaaS accounts
• Ability to multitask and process work quickly, efficiently, and accurately
• In-depth knowledge of the systems and processes necessary for client management
• Strong communication skills (email, phone, presentations)
• Ability to work in a team atmosphere
• Experienced project manager
• Strong problem-solving skills
• Ability to research complex issues and develop strategic solutions
• Participate in continuous improvement (change)
• Strong sense of pride and accountability to their jobs
• Ability to adapt to change
• Travel to client locations to conduct Client Strategic Reviews is required