Multiple CSMs and Single CSM Manager | Chicago, IL | Notified

Dan Sperring

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Client Success Manager in Chicago, IL at Notified (jobs.net)

Client Success Management Function - Execute a variety of client engagement functions in order to improve client capabilities and to support successful fulfillment of client business goals; while ensuring adherence to established company and departmental policies and procedures

• Develop, execute, and coordinate strategic plans (i.e. Get-Well Plans, Remediation Plans, etc.) to improve client success and capabilities by supporting the client's business goals
• Research and investigate any client issues that could negatively impact client success or capabilities and coordinate remediation plans with appropriate internal stakeholder
• Analyze client program performance to provide consultative advice regarding business solutions
• Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
• Analyze client complaints and/or internal concerns which will include researching and collecting data, acting as a liaison for internal and external stakeholders, troubleshooting and compiling lists of alternative solutions in order to determine the best course of action
• Partner with internal stakeholders on assigned client's business goals, potential client concerns, and revenue impacting issues
• Continuously keep up to date on industry client engagement best practices, measuring systems, development functions, etc. and provide feedback where opportunities exist

 Client Renewal and Outcomes - Responsible for being incredibly focused on client outcomes and retention for each contract renewal.

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap

Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility

• Respond with a sense of urgency to problems escalated to employee's level
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
• Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met
• Ensure quality resolution and thorough and accurate documentation of issues
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Notified is providing

• Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences
• Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
• Maintain current and up-to-date knowledge of clients
• Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client
• Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management

Client Relationships - Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service Notified is providing

• Proactively offer consultative advice to management, detailing how program may be enhanced
• Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations
• Perform quality review of services provided
• Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures
• Identify trends indicating the need to revise existing methods and procedures

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

• Cooperate with team members to meet goals or complete tasks
• Provide quality customer service that exceeds customer expectations and improves level of service being provided
• Treat all internal/external customers, team members and department contacts with dignity/respect
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

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Manager, Client Success in Chicago, IL at Notified (jobs.net)

Essential Duties: Candidates with experience with SaaS and/or Events will be highly considered. The Manager will be responsible for building and leading a Client Success Management team focused on driving successful client outcomes.  This position will mentor and grow a team of future leaders within the organization.  Our customers are our most important assets, as such this candidate will engage with clients on a regular cadence. They will also be responsible for building strong cross-functional relationships between Customer Success and the broader organization - interfacing regularly with sales, services, engineering, marketing, and product - to ensure the success of customers.

Coach & Mentor – Hire, coach, mentor, and scale an exceptional group of CSMs that become the gold standard for CS professionals within the event technology industry.

• Support and promote the team's personal development and recommend learning paths to drive cross-functional expertise; Passion for fostering a continuous learning culture
• Provide leadership, guidance and support to CSMs
• Manage and oversee proactive programs that drive critical outcomes for the Customer Success team and our customers
• Set the culture, pace, and expectations for your team
• Serve as a thought leader, customer advocate and partner to your employees and customers
• Help refine and standardize processes across the organization as we build playbooks that improve customer outcomes, as well as the operational efficiency of the team
• Drive KPIs/success criteria, measure results, and report outcomes to senior stakeholders
• Perform periodic performance reviews with each team member and provide recommendations to upper management on career development plans
• Lead, mentor, and motivate the team to focus on the actions that will make customers successful in their use of our products
• Able to attract and retain talent, with a commitment and passion for growing and developing internal talent.
• Handle weekly activities of direct reports and holding them accountable for account management aspects of the role (e.g. all newly assigned accounts are being contacted promptly; outreach to ongoing accounts is happening in line with expectations; team members are reaching their weekly call goals; SLAs to customer surveys and inquiries are met)

Client Renewal, Expansion and Outcomes:  Passion for growing revenue through positive client outcomes.  Responsible for being incredibly focused on client outcomes and net revenue retention for the associated book of business.

• Drive logo retention and net revenue retention among our most valuable customers by understanding their business needs and helping them succeed
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities

Problem Resolution/Escalation - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility

• Respond with a sense of urgency to issues associated with client escalations
• Place the highest priority on providing CSMs with infrastructure (i.e. process, tools, education) required to ensure customer needs are met.
• Provide analysis and feedback to appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.  Create ongoing programs designed enforce feedback loops for continuous process improvement.
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues.
• Be the escalation point when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions. 

Client Satisfaction - Establish an excellent working relationship with clients and continuously strive to improve the level of overall service that Intrado is providing.

• Participate in client meetings and conference calls in order to identify trends and make recommendations on how to eliminate future occurrences.
• Create programs to ensure CSMs maintain current and up-to-date knowledge of clients
• Partner with CX team to make sure we are continuously optimizing the client journey

Minimum Qualifications: 

Education

• Bachelor's degree from an accredited college or university with major course work in business       administration, communication, project management, marketing, or a related field required
• Equivalent work experience in a similar position may be substituted for educational    requirements.

  Experience

• Minimum 3+ years of experience directly managing a team with a proven track record of meeting and exceeding established goals required.
• Minimum 5 years increasingly responsible customer success, account management or client   development experience required to include providing service to top level clients required.
• Demonstrated history of executing successful customer success/proactive programs that result in measurable business value.
• Demonstrated track record of innovating, driving change and influencing decisions both internally and externally
• Minimum 2 years of experience in preparing various business analyses preferred (e.g., Scorecards, SWOT, Reverse Engineering, Communication Plans, ROI, Total cost of Ownership, etc.)

Equal Opportunity Employer/Veterans/Disabled

David Leibowitz

Hi Tom. Please confirm if the CSM Manager role you have posted is based in IL or if remote.  Thanks. - David