Client Success Manager

Summary

Join ExecOnline as a Client Relationship Manager and play a key role in ensuring client satisfaction and engagement with our services. In this position, you will manage client relationships, review product roadmaps, and collaborate with cross-functional teams to achieve revenue goals.

Requirements

• At least three (3) years of related work experience
• Knowledge of Salesforce client relationship management (CRM) software
• Familiarity with software as a service (SaaS) industry concepts and practices
• Strong verbal and written communication skills
• Strong data interpretation and storytelling skills
• Ability to form and sustain interpersonal relationships with clients and cross-functional partners
• Ability to understand and diagnose clients pain points and recommend creative and effective solutions

Responsibilities

• Manage the main client point of contact relationships for 25 to 40 enterprise accounts and ensure sustained levels of client satisfaction and overall participant engagement
• Review and summarize product roadmap highlights for client points of contact and align new feature releases to clients’ objectives and platform utilization strategies
• Partner with the Account Management team to review the overall health of client relationships and support Account Managers with renewal and expansion planning
• Collaborate with cross-functional partners, including Account Management, Product Operations, and Research teams to achieve annual recurring revenue (ARR) across the assigned book of business
• Assess client engagement levels and renewal probability for revenue forecasting exercises
• Evaluate and summarize feedback from client points of contact and support Client Success leadership with preparing client overview presentations
• Escalate and facilitate resolution of sensitive and/or high priority client questions and concerns

Benefits

• Accelerate your career: take any of our high-impact courses, for free
• You’ll receive stock options in our fast-growing company, as well as access to a 401(k) to invest in your future
• Thrive beyond work with 20 days of PTO, generous parental leave, paid holidays, and flexible work arrangements
• Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings