Job Description
In this role, you must be willing to work Eastern time zone as a requirement.
Position Purpose
An exciting and unique opportunity to join a high growth organization with immense career potential. A successful Client Success Manager (CSM) will be the face of the company to our most valued Clients. This person will earn trust by gaining a deep understanding of client's business needs and how our products can meet those needs. A CSM will anticipate client's needs that will in turn help shape Viventium's product roadmap, becoming a valuable change agent.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Want more jobs like this?
Get Account Management jobs that are Remote delivered to your inbox every week.
- Manage overall Executive (multi) level relationship with Client
- Expand our revenue in the target accounts through up-sell of new products and services
- Coordinate onboarding, training, change management for your portfolio Clients
- Articulate the value we deliver to Clients via quarterly business reviews
- Work with Marketing to gain references, testimonials, logo approvals and case studies
- Drive new business growth (referrals) through greater advocacy and relationship building
- Conduct needs assessments with portfolio accounts to ensure Client's success objectives are met with our full product suite and system capabilities
- Train Clients on use of our system
- Ensure ongoing effective communication with Client contacts
- Communicate changes (e.g., new products, capabilities, news, industry updates etc.)
- Quarterback high-level relationship issues inter-departmentally and keep Client informed on status of resolution of open issues
- Align with the Marketing Team around marketing to existing Clients
- Align with the Product Team around driving the product roadmap items (PRM)
- Conduct a weekly review of all cases related to portfolio Clients to ensure accountability for case/issue closure
- Support operational changes such as paperless initiatives, multi-factor authentication, etc.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- 3+ years of account management experience (Client Success Manager, Relationship Manager, etc.) including experience managing a portfolio of accounts (e.g., a deep level of understanding product knowledge and relationship building)
- Bachelor's Degree or equivalent experience