CLIENT SUCCESS MANAGER - BUSINESS INTELLIGENCE (REMOTE)

About the role

At E15, we are the spark that ignites. Our team delivers next-generation insights based on data, not hunches, to drive business in healthcare, campus, corporate, sports, entertainment, hospitality, and retail industries to help companies make forward-looking decisions to benefit their business and their guests.

Responsibilities

• Lead and develop the Client Success team, fostering a culture of collaboration, accountability, and continuous improvement.
• Lead the successful onboarding, adoption, and ongoing support of E15's Business Intelligence products, ensuring a consistent, high-quality experience for Compass stakeholders and clients.
• Manage multiple client implementations and operational workstreams simultaneously, balancing priorities across the team.
• Partner with cross-functional teams to ensure new products and features are successfully transitioned from development to implementation and ongoing support.
• Create engaging enablement content to support successful product adoption, including presentations, user guides, knowledge base articles, product demonstrations, instructional videos, and stakeholder communications.
• Lead stakeholder communications, including product launches, feature enhancements, operational updates, and issue resolution communications.
• Present reporting solutions and product capabilities to Compass stakeholders and client users, translating complex technical concepts into clear business value.
• Oversee support operations, continuously improving processes, documentation, and the overall client experience.
• Partner with sales and account teams to support client presentations, RFP responses, and demonstrations that accurately represent E15's Business Intelligence solutions.
• Gather stakeholder feedback and identify opportunities to improve product adoption, client engagement, and operational effectiveness.

Requirements

• 5+ years of experience in client success, customer enablement, implementation, consulting, project management, or a related customer-facing role.
• Experience leading or mentoring a team in a fast-paced, collaborative environment.
• Strong presentation and facilitation skills with the ability to communicate effectively to both technical and non-technical audiences.
• Excellent written and verbal communication skills with a passion for creating clear, engaging communications and training materials.
• Demonstrated ability to manage multiple projects and priorities simultaneously while maintaining exceptional attention to detail.
• Experience developing onboarding programs, training content, documentation, or knowledge base resources.
• Proven ability to build trusted relationships and influence stakeholders across multiple levels of an organization.

Qualifications

• Experience supporting software, SaaS, or business intelligence products is preferred.
• Familiarity with analytics and reporting platforms (e.g., Tableau, Power BI), customer support platforms (e.g., Freshdesk), and knowledge management tools is a plus.
• Experience creating training materials or multimedia learning content for software or technology products is a plus.

Pay

$125,000 - $140,000

Benefits

• Medical
• Dental
• Vision
• Life Insurance / AD&D
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave