Client Success Manager

Hungry, humble and smart? If you have these qualities, we want you on the team.

Job Summary:
CaterTrax is seeking a dynamic Client Success Manager to join our team. The Client Success Manager (CSM) is responsible for serving as the key business contact with operational partner sites and partner leadership to deliver clear business value that promotes retention and deepens client loyalty. The CSM is also responsible for working closely with various internal departments to develop partner specific product implementation strategies, identify cross-selling and up-selling opportunities, establish effective business models for monitoring ongoing product use, and serve as the voice of the customer (VOC) to support a healthy product development roadmap. The CSM performs these duties in tandem with a dedicated Sales Executive accountable for overall partnership revenue growth.

Job Description:

• Maintains a continuous engagement strategy with the Sales Executive and partner contacts; communicates real-time information on key projects and overall site network performance.
• Collaborates with assigned partner sites and CaterTrax teams to ensure all customer sites are engaging and maximizing the benefits of their investment.
• Conducts interactive client check-in's 60 days after site launch to ensure initial launch success and to evaluate client satisfaction with their initial CaterTrax experience. Identifies and emphasizes additional up-selling and cross-selling opportunities.
• Conducts semi-annual interactive site QC conversations with assigned site level admins. Works closely to understand pain points and desired service capabilities. Connects client to new workflows by engaging new CaterTrax modules and services.
• Promotes the financial growth of CaterTrax by meeting all targeted quota within the assigned business book through the development of qualified opportunities.
• Increases the value of the sales pipeline and closure of new MSF and PS revenue targets on a weekly/monthly/quarterly basis.
• Reports and tracks all account management and retention activities through established CRM solutions.
• Plays an active role in creating sales best practices and standardized processes to support successful account management, site retention and growth objectives.
• Minimizes portfolio site churn while enabling established organic growth objectives for the existing portfolio. Leverages strong site retention strategies.
• Serves as the face of CaterTrax and single point of contact to the partner(s) they support for client onboarding, project success and overall operational performance and solution expansion.
• Harnesses various feedback received from partners and clients to identify emerging trends and determine if client satisfaction levels are acceptable or if adjustments are necessary to grow or maintain client satisfaction.
• Drives consistency and partnership discipline by organizing and driving recurring project management calls, product road mapping and partnership strategies.
• Coordinates efforts between the partner, Solutions Consultant and Site Build team to create partner specific template sites.
• Distributes key partner information and agreed upon operational standards to the CaterTrax organization through the creation and ongoing maintenance of Partner Playbooks.
• Maintains a close relationship with Project Managers to ensure partner projects are performed to promised time, quality, and cost expectations.
• Empowers partners to better understand their businesses and make informed decisions by formulating, vetting, and delivering regular enterprise level reports.
• Strengthens client retention rates and product adoption by clearly defining and reporting on KPI's that demonstrate overall client health.
• Performs other duties as assigned.

Education and Experience

• Minimum Associates Degree in Business Administration or related field
• Minimum 1 to 3 years of related work experience
• Experience with SaaS products preferred.

Computer Skills

• MS Office, Smartsheet, MS Project

Worker Type:
Regular

Number of Openings Available:
1

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