Client Success Manager
O.C. Tanner · Salt Lake City Metropolitan Area · 2 mo ago
HybridFull-time
Essential Duties and Responsibilities
- Personally accountable for the relationship and success of our largest clients
- Understand different business environments and the issues that affect individual clients
- Ensure contract compliance and negotiate key contract terms and extensions
- Make key decisions about the management and success of a client's program to improve partnership and revenue
- Monitor client KPI's and determine needed change to improve program success
- Present ideas, strategies and solutions to mid-level and senior-level executives to influence decisions
- Mentor, train and lead others in effective client service principles and best practices
- Solve problems, create efficiencies, and suggest process improvements
- Manage projects with discretion and sound judgement, skill, and efficiency
- Collaborate with other roles and departments across the company
- Gain extensive understanding of client solutions and recognition objectives, and partner with O.C. Tanner sales team to help achieve success
- Manage the day-to-day relationship with main client contacts of our largest clients
- Develop solid relationships with clients to allow long-term partnerships to flourish (retention)
- Provide exceptional technology expertise
Requirements
- Bachelor's Degree
- 3 years of experience in client success management and preference given to experience in managing SaaS accounts
- In-depth knowledge of the systems and processes necessary for client management
- Strong communication skills (email, phone, presentations)
- Ability to work in a team atmosphere
- Experienced project manager
- Strong problem-solving skills
- Ability to research complex issues and develop strategic solutions
- Participate in continuous improvement (change)
- Strong sense of pride and accountability to their jobs
- Ability to adapt to change
- Travel to client locations to conduct Client Strategic Reviews is required
Hybrid Work Schedule
Monday through Wednesday in office, option to work remote Thursday & Friday.