Client Success Manager

Position Overview:

The Client Success Manager plays a pivotal role in ensuring the smooth operation and strategic alignment of administrative functions, customer experience initiatives, executive service support, and operational process within the organization. This position demands a high level of strategic insight, excellent organizational skills, and committed to excellence in delivering superior, white-glove service to customers. The Client Success Manager will work closely with senior leadership and cross-functional teams to drive key initiatives, optimize workflows, and enhance organizational performance.

Job Duties:

• Administrative
  • Develop and implement efficient administrative systems and processes to streamline day-to-day operations.
  • Ensure accurate and timely documentation of all administrative activities and maintain comprehensive records.
  • Implement and monitor best practices for document management, data accuracy, and information security.
  • Open, Check, Report, and help Resolve IT/SNOW (or similar incident management system) Problem Tickets to meet customer needs and/or concerns.
  • Report out updates, issues/concerns, and any ongoing projects related to Voice of the Customer to the Service Enablement Leader and/or Department.
• Customer Experience
  • Design and execute comprehensive strategies aimed at enhancing the overall customer experience and satisfaction.
  • Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and areas for improvement.
  • Collaborate with various departments to develop and implement initiatives that address customer needs and expectations.
  • Create and help maintain a customer-centric culture across the organization, ensuring that all interactions meet high standards of excellence.
  • Address and resolve complex customer issues and complaints with empathy and efficiency, aiming to turn challenges into opportunities for improvement.
• Executive Services
  • Assists the Client Implementation Team with efficient handover from implementation to Operations and Maintenance phase of contracts. Expected to attend all Client Implementation meetings for assigned customers.
  • Serves as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.
  • Ensures adherence to business rules and ongoing delivery of all contract requirements and services levels.
  • Serve as a primary point of contact for internal and external stakeholders, ensuring clear communication and effective relationship management.
  • Consistently meet and exceed the Annual Operating Plan (AOP) revenue and margin targets for assigned customers through the implementation of strategic initiatives, collaborative and cross-functional work, and effective performance monitoring.
  • Prepare and review reports, presentations, and other materials for executive and departmental meetings, ensuring accuracy and clarity.
  • Assist in strategic planning and decision-making processes for assigned customers by providing relevant insights and recommendations.
  • Facilitate regular customer interaction with Sales and Product Teams.
  • Prepare and submit client change requests to Product Intake and/or BRQ team for evaluation and prioritization.
• Operations
  • Oversee and optimize daily operational processes to ensure alignment with organizational goals and objectives.
  • Assist with quality, accuracy and compliance audits.
  • Oversee the invoicing process, including preparation, review and approval of invoices to maintain financial integrity.
  • Ensure the renewal of assigned contracts, including timely exercise of contract option years and assisting the Global Bid Team as required.
  • Provide support for court and administrative hearings as required.
  • Stay updated on changes to applicable laws and regulations impacting assigned customers.
  • Collaborate with various departments to streamline workflows, improve communication, and resolve operational challenges.

Qualifications:

• Bachelor’s degree in business administration, Management, or a related field; Master’s degree or MBA preferred.
• Extensive experience in program management, executive administration, or a similar role, with a proven track record of success.
• Strong background in enhancing customer experience and driving operational improvements.
• Exceptional organizational, communication, and problem-solving skills.
• Working knowledge of Microsoft Office (Excel, Word, PowerBI).
• Willingness to travel to client locations as required (including overnight stays if necessary).
• Required to pass a NLETS background check.