Client Success Manager

Summary

Join Avetta's Client Success team as a relentless advocate for your customers. You will be the primary point of contact, guiding clients through their journey with Avetta's platform and services. Measure your impact through client retention, expansion, and overall health. Collaborate closely with internal teams to make optimal decisions for customers and the company. This role requires strong communication, problem-solving, and project management skills. A hybrid schedule (3 days in office, 2 days remote) is offered for candidates within commuting distance of the Calgary office; remote work may be considered for others. Your passion for helping clients succeed and embrace new paradigms is key to this position.

Requirements

• Minimum 5+ years in either a customer-facing role with an Enterprise SaaS company or supplier management with a large organization
• Bachelor’s Degree or equivalent work experience
• Excellent interpersonal, verbal, and written communication skills
• Highly organized, collaborative, responsive, and proactive
• Past success mastering new, complex technologies, processes, and concepts and training / mentoring others to master them as well
• Strong project management skills

Responsibilities

• Nurture and grow relationships with your client stakeholders, while identifying additional key stakeholders through proactive engagement
• Maintain the client’s momentum after launch leveraging critical success factors aligned to the client’s journey as increase adoption Avetta platform over time
• Serve as the trusted advisor for clients on use-case, product functionality and applicable program recommendations
• Perform regular review-and-planning sessions (via Success Planning and QBR activities) with client stakeholders to demonstrate value, understand the client’s current business situation and objectives, and define next steps in their journey with Avetta
• Proactively ensuring clients understand, have adequate training on, and are utilizing Avetta’s products to achieve the maximum benefit
• Provide marketing with referenceable customers, Client Success anecdotes, data-rich trends and observations about changes in our client base and industry
• Work within the Client Success Team to create innovative strategies, services, and processes that drive increased customer adoption, retention, and expansion across all of Avetta’s offerings
• Act as the voice of Avetta clients and work cross functionally with internal stakeholders to solve problems and drive potential process and product improvements
• Assist Account Managers with client growth plans and, when necessary, at-risk mitigation
• Own the overall health of each assigned Client Account
• Assist the Client Support Team with difficult and client-specific problem resolution
• Partner with Implementation and Professional Services to support best practice implementations and identify key growth opportunities
• Maintain an attitude of constant improvement and always work to increase efficiency, scalability, and impact
• Use data to help make recommendations and decisions
• Fully document all interactions with clients (Using SFDC, Wrike, etc.)

Preferred Qualifications

• Experience with the Microsoft Office suite, SFDC, CRM tools, and JIRA
• PMP certification

Benefits

• Hybrid schedule in our Calgary office (3 days in office, 2 days working from home) for candidates within commuting distance
• Remote work may be considered for candidates outside of commuting distance