Enterprise Client Success Manager
360insights
- Moncton, NB Whitby, ON
- Permanent
- Temps-plein
- Helps drive the success of a portfolio of clients that represent approximately $3M to $5M in annual revenue.
- Leverages operational and program knowledge to partner with clients to establish clear success criteria and KPIs, measure and report on said KPIs
- Works towards learning how to prepare, implement and execute Strategic Success Plans to drive adoption, renewal, advocacy and expansion
- Prepares, leads and delivers EBRs (Executive Business Reviews)
- Collaborates with cross-functional teams (ops, support, product) in order to ensure program performance is consistent with or exceeds service levels as well as identify ways to optimize operational efficiency
- Effectively quarterbacks client communications and escalation management
- Contributes to the maintenance and enhancement of the solution and operational knowledge base
- Focuses on net revenue retention and client retention
- Responsible for timely and successful client renewals
- Notifies Account Directors of new expansion and growth opportunities
- Travelling to offices as needed
- A client-first mentality and deep understanding of commercial business and client service and previous experience managing enterprise clients
- Proven communication skills - written and verbal
- Proven ability to build client advocacy
- Proven analytical and problem-solving skill
- Proven organizational and follow-up skills (including prioritization)
- Strong presentation skills
- Ability to work independently, with minimal supervision, and provide leadership
- Demonstrated ability to mine valuable feedback and provide practical solution options based on that feedback
- Good working knowledge of Excel and Powerpoint
- Bilingual (French) is an asset
- Experience in the fields of Client Success, Client Service or Account Management in a technology-related industry (preferably SaaS)
- Pay transparency