Client Success Account Manager
7 months ago
Can work be meaningful? Can it mean more than money, meetings, projects and deadlines? Can companies create positive climate eco-action? Can they do well, and do good? We’re staking our business on ‘_Yes_’ to every one of those questions.
**About the Opportunity**:
The Account Manager, Client Success will be responsible for managing end to end client relationships within the Client Success team. This includes supporting strategic execution of existing client initiatives, program launches and new business opportunities. The Account Manager will be assigned to specific clients and/or channel partners. The main role of the Account Manager is to maintain and build client relationships that will foster revenue growth within their client programs.
**MUST HAVE Experience Includes**:
- To succeed in this role, you must be a quick learner with an analytical mind set, appreciate the cross functional value of the Operations, IT, Procurement & Finance departments while balancing the support and achievement of Client objectives. A natural curiosity should fuel your desire in that you will strive to only perform at the highest level of competency. This should be coupled with a desire to move beyond the “task” that was assigned but to also contemplate any additional potential outcomes which will naturally occur and require consideration as a result. You need to be self-motivated and display initiative to achieve the best possible outcome in everything you manage.
- Demonstrated general knowledge of operational systems, an appreciation for the relation between them and required configuration. For Example: SSO & API Functions, Platform Configuration, Functional Requirements, etc.
- Highly capable Excel based grouping and analytical mindset demonstrating the ability to review large data sets and provide summary actionable insight. **An Excel based test will be required during the interview process.**
**Responsibilities**:
- Deliver against assigned Revenue, Client Satisfaction and Retention KPI’s
- Develop extensive understanding of Client needs and COE product offering.
- Manage client program configuration and implementation leveraging overall systems and platform architecture knowledge
- Manage development and evaluation of recurring business reviews across all clients incorporating cross functional inputs with a focus to increasing engagement and revenue
- Ability to reframe and challenge the way clients view their business, aligning insights to client priorities and tying those insights back to our unique differentiators
- Create and deliver insightful and accurate client-facing and internal reports
- Support and trouble-shoot all client inquiries and resolutions using a ticketing system
- Oversight of all client program changes from final approval though to implementation
- Manage all day-to-day client requirements and establish yourself as the primary point of contact
- Advise and train all clients on new features and product releases
- Develop and maintain strong internal relationships with a broad cross-functional team
- Track and coordinate all client invoicing with finance team
- Other duties as assigned by your manager
**Qualifications**:
- Minimum 3 years experience managing direct client relationships
- Knowledge and familiarity with SaaS/PaaS technology platforms and the Recognition, Incentive, Loyalty & Rewards Procurement & Fulfilment industry
- Applicable knowledge of SaaS, PaaS, AI, API, SSO and the ability to configure system set-up through a dedicated UI platform with a proven understanding of system interrelated functionality.
- Proven ability to develop overall product knowledge and demonstrate platform capability to clients.
- Very strong Excel based analytical skills including large data manipulation and the ability to determine and summarize executive insight.
- Strong PowerPoint skills to create summary business reviews as required.
- Understand the difference between an insight and relationship driven approach
- Able to manage multiple projects simultaneously across various departments
- Extremely detail oriented with excellent organization and time management skills
- Proven ability to thrive in a fast-paced, rapid growth environment
- Ability to engage with client’s senior executives
- Outstanding communication and interpersonal skills
- Compensation commensurate with experience
**Additional Perks**
Here are some additional “Perks” that we provide:
- All employees are eligible to earn reward points
- Employee Benefit Package
- Access to “Employee Savings” on Merchandise, Attractions, and more.
- Monthly company-wide events
**How to Apply
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