Client Success Manager, AMS

a Billhighway Company 

Smarter, Simpler Membership Management: Impexium’s 100% web-based AMS supports the full range of association business and administrative activities. We combine enterprise-level functionality with the benefits of a software-as-a-service model to deliver a mobile-first, fully responsive, analytics driven platform to associations of all sizes. Change your mind about what is possible.

The Role: Client Success Manager, AMS

The role of the Client Success Manager is to be a trusted advisor, deeply understand your client’s business, and advocate for the best use of the Impexium platform - driving innovation and best practices to address desired outcomes. Our team deploys a consultative approach to cultivating and maintaining strong, long-lasting relationships driving platform adoption, expansion, satisfaction, advocacy, and excellent retention. This role involves strategic planning, proactive communication, and problem-solving skills to drive client ROI.

Eligible hybrid and remote candidates must reside in one of the following states: DC, FL, ID, IN, MD, MI, MN, NC, NJ, OH, PA, SC, TN, TX, VA, WV, IL and NH.

What you will do:

• Manage a portfolio of Impexium clients throughout their lifecycle to proactively drive satisfaction and retention, including owning the health and success of your clients from adoption through to renewal and expansion
• Use exemplary relationship management to build and foster collaborative, multi-pronged relationships with key decision-makers and stakeholders across multiple client teams
• Engage in strategy discussions to drive maximum value from the client’s investment in Impexium
• Conduct regular business reviews and health checks across multiple stakeholder levels (i.e., C-Suite, VP, Director) to drive satisfaction and desired business outcomes
• Develop success plans that outline client critical success factors, metrics for success, potential issues, and detailed recommendations
• Monitor client health and build risk mitigation plans where needed
• Identify, nurture, and upsell opportunities by aligning our suite of products and services to our clients’ evolving use cases and needs
• Manage client escalations to resolution, leveraging cross-functional teams within the business
• Collaborate with Product Management to synthesize client feedback and inform product roadmap innovation
• Compile and maintain up-to-date account information within the CRM system
• Participate in client travel and attend industry conferences
• Participation in company task force initiatives as applicable
• Maintain knowledge of industry trends and consultative techniques

What you will need:

• Minimum of 5 years acting in a client success management role with at least 3 years of managing a dedicated book of business, ideally in a B2B SaaS or technology company
• Entrepreneurial spirit, who is internally driven to make an impact on both the client and a growth-directed organization
• Well-organized, with high attention to detail and the ability to prioritize and time manage the successful execution
• Strong multitasking skills and can manage multiple initiatives accounts and engagement simultaneously with outstanding attention to detail
• Minimum 3 years of association experience, including experience with AMS or Member Management software
• Bachelor’s Degree or equivalent in business, communications, finance, marketing or related field

• Ability to command the room when dealing with various stakeholders to show transformational value, turn a troubled client situation around, or optimize the solution based on their leading pain point
• Successful in collaborating and influencing in a “win as a team” environment
• Resourceful, coachable, and has a drive for results, including the ability to articulate an ROI and correlate business value with technology
• Demonstrated track record of exceeding revenue upsell and retention goals
• Proven ability to negotiate renewal contracts in a SaaS environment
• Strong presentation and communication skills
• Familiar with being “plugged in” (i.e., with laptop and PDA)

What will set you apart:

• Trade or professional association experience

A flexible, entrepreneurial work environment and team atmosphere make this a great place to work. To learn more about us, visit www.impexium.com.

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